Bilingual Call Center Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Manage incoming calls via an automated phone system.

• Respond to routine and moderately complex inquiries from both members and providers.

• Route calls to the appropriate department as necessary.

• Investigate inquiries from members and providers, ensuring timely responses that meet established service level agreements (SLAs).

• Record customer interactions in a CRM system.

• Process written requests submitted by members.

• Keep accurate records by updating account history with the outcomes of inquiries.

• Collaborate with team members, supervisors, and customers to address customer service issues.

• Conduct outbound calls to members for voicemail follow-ups, information requests, and operational business purposes.

⛳️ Requirements

• Proficiency in both English and Spanish.

• A minimum of six months experience in customer service or phone-based support; additional experience is a plus.

• Required typing speed of 25 words per minute with 90% accuracy.

• Excellent communication skills—clear, compassionate, and professional.

• Strong computer skills, including proficiency in MS Office and web navigation.

• Dependability, adaptability, and a commitment to quality work.

• Ability to collaborate effectively with various departments and team members throughout the organization.

• Familiarity with computer applications, telephone systems, and help desk or customer support software.

• High-speed Internet connection via wired ethernet; no Wi-Fi, satellite, hotspot, or mobile broadband connections.

• Minimum upload speed of 25 Mbps and download speed of 50 Mbps.

• Internet service provider must demonstrate high stability with 1% or less packet loss.

• Latency must be under 100ms.

• A cell phone or tablet that meets the minimum requirements of Android 8.0+ or iOS 14+.

• Installation of the Microsoft Authenticator (MFA) application required by Qualfon IT is mandatory.

🏝️ Benefits

• Paid training.

• Qualfon University scholarship program that enables team members to enhance their education and obtain a college degree.

• Complimentary access to personal and professional support through the Qualfon Care Coaches.

• Fun@Work initiative.