Bilingual Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls via an automated phone system

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

• Forward calls to the appropriate department as necessary

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

• Record customer interactions in a customer relationship management (CRM) system

• Handle written requests from members

• Keep accurate records by updating account histories with inquiry outcomes

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

• Make outbound calls to members to follow up on voicemails, provide requested information, or assist with other operational needs

⛳️ Requirements

• Proficiency in both English and Spanish

• Minimum of six months experience in customer service or phone-based support, with additional experience preferred

• 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 strong commitment to quality work

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

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

• High-speed Internet connection via wired Ethernet; no Wi-Fi, satellite, or hotspot connections

• Wired service provider; mobile broadband connections are not permitted

• Minimum upload speed of 25 Mbps; download speed of 50 Mbps

• Internet service must be highly stable with 1% or less packet loss

• Latency must be under 100ms

• Availability of a cell phone or tablet that meets minimum requirements of Android 8.0 or later, or iOS 14 or later

• Must install the Microsoft Authenticator (MFA) application as required by Qualfon IT

🏝️ Benefits

• Paid training

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

• FREE access to personal and professional support through Qualfon Care Coaches

• Fun@Work