Bilingual Customer Service Representative (English/Spanish)

We are seeking a dedicated Associate to join our member-facing team. In this role, you will serve as the front line of support for our members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. You’ll engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost. Your work will be a key part of delivering on Garner’s mission. This role 

This role requires more than just excellent service — we’re looking for someone who can thrive in an evolving environment and is comfortable with complexity. You’ll need to balance professionalism and empathy with strong attention to detail and the ability to interpret nuanced benefit information. As the voice of Garner, you’ll play a vital role in creating a supportive and empowering experience for each member you connect with.

We are currently looking for candidates who can work Monday through Friday, 10:00 AM to 7:00 PM Pacific Time.

This is a US-based fully remote position.

• Deliver exceptional member support via phone, chat, and email
• Educate members on their healthcare benefits, including how to maximize their Garner benefit 
• Help steer members to find the best care available to them
• Handle complex and sensitive conversations with professionalism, empathy, and patience
• Deescalate members who are experiencing friction with their benefit
• Work with other departments to address cross-departmental issues
• Identify and escalate feedback from member interactions to internal teams
• Stay up to date on evolving procedures
• Protect member privacy and maintain compliance with HIPAA and data security protocols

• Minimum 2 years of call center/customer service experience
• Fluency in English and Spanish
• Healthcare experience preferred
• Clear and confident verbal and written communication skills
• Meticulous attention to detail
• A proactive and curious problem-solving mindset
• An openness to feedback and a commitment to doing better every day
• Technical proficiency with customer service platforms, such as Zendesk
• A desire to work in a rapidly evolving startup environment and can adapt quickly to change
• Passion for Garner's mission to transform the healthcare economy

Here’s what you can expect in this process:

1. Apply - you are here!
2. Intro Call (15 minutes)
3. Role-Based Case Study (45 minutes)
4. Culture Interview (30 minutes)
5. Job Offer

The base compensation for this position is: $22/hr. This position will also include a $0.50 additional hourly bump for English/Spanish bilingual candidates. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.