Bilingual Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls via an automated phone system.

• Address routine to moderately complex inquiries from members and providers.

• Redirect 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 resolve customer service issues.

• Make outbound calls to members for follow-ups on voicemail messages, to provide requested information, or to assist with other operational business needs.

⛳️ Requirements

• Proficiency in both English and Spanish.

• Minimum of six months of experience in customer service or phone-based support.

• Required typing speed of 25 WPM with 90% accuracy.

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

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

• Dependability, adaptability, and a dedication to completing tasks accurately.

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

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

• High-speed Internet connection through wired ethernet; Wi-Fi, satellite, or hotspot connections are not permitted.

• Wired internet provider; mobile broadband connections are not allowed.

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

• Internet service provider must ensure high stability with 1% or lower packet loss.

• Latency must be below 100ms.

• A cell phone or tablet that meets the minimum requirements of Android 8.0 or later, or iOS 14 or later is required.

• Installation of the Microsoft Authenticator (MFA) application, mandated by Qualfon IT, is necessary.

🏝️ Benefits

• Compensated training programs.

• Qualfon University scholarship program that allows team members to pursue further education and obtain a college degree.

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

• Enjoyable work environment through Fun@Work initiatives.