Bilingual Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls via an automated telephony system.

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

• Route calls to the appropriate departments as necessary.

• Investigate inquiries from members and providers, ensuring timely responses that adhere to established 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 clients to address customer service issues.

• Make outbound calls to members for voicemail follow-ups, information dissemination, and other operational tasks.

⛳️ Requirements

• Proficiency in both English and Spanish.

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

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

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

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

• Dependability, adaptability, and dedication to quality service.

• Capability to collaborate effectively with various departments and team members.

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

• High-speed internet connection via wired Ethernet; Wi-Fi, satellite, hotspot, and mobile broadband connections are not permitted.

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

• Internet Service Provider (ISP) stability with 1% or less packet loss.

• Latency should be under 100ms.

• An available cell phone or tablet meeting Android 8.0+ or iOS 14+ requirements.

• Installation of Microsoft Authenticator (MFA) as mandated by Qualfon IT is required.

🏝️ Benefits

• Paid training sessions.

• 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.

• Fun@Work initiatives.