Bilingual Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls via an automated telephone system.

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

• Route calls to the appropriate department as necessary.

• Investigate inquiries from members and providers, delivering timely responses that adhere to established SLAs.

• Record customer interactions within a CRM system.

• Process written requests submitted by members.

• Ensure accurate maintenance of account histories and records.

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

• Make outbound calls to members for voicemail follow-ups, information gathering, and operational needs.

⛳️ Requirements

• Bilingual fluency in English and Spanish.

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

• Typing proficiency of 25 words per minute with 90% accuracy.

• Excellent, clear, caring, and professional communication abilities.

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

• Dependability and adaptability.

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

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

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

• Required internet upload speed of 25 Mbps and download speed of 50 Mbps.

• ISP stability with 1% or less packet loss.

• Latency must be under 100ms.

• Access to a mobile phone or tablet meeting Android 8.0+ or iOS 14+ standards.

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

🏝️ Benefits

• Compensated training.

• Qualfon University scholarship program that supports team members in pursuing further education and obtaining a college degree.

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

• Engaging work environment with Fun@Work initiatives.