Customer Experience Associate I

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

📋 Description

• Oversee a significant volume of incoming calls in a dynamic environment.

• Understand customer requirements and deliver precise, informative responses.

• Access cardholder accounts to relay details concerning payments and benefits from state or federal agencies.

• Assist cardholders with inquiries related to transactions and account status.

• Execute transactions via web-based platforms and manage research inquiries.

• Communicate with empathy while upholding confidentiality and adhering to regulatory standards.

• Stay informed about company and client programs, policies, and technology.

• Provide support to team operations during peak periods or in the event of absences.

⛳️ Requirements

• Must be at least 18 years of age.

• High School Diploma or equivalent required.

• Minimum of 6 months experience in Customer Service, Call Center, or Dispatch roles.

• Must pass a background check, credit check, and security fingerprinting.

• Must be a resident of Puerto Rico.

• Legal authorization for permanent employment in the United States is required.

• Completion of the mandatory 3-week training program is required.

• Must maintain an average quiz score of 80% or higher.

• Completion of all necessary E-Learning training is required.

• Secure and reliable high-speed internet with verified speeds of at least 50 Mbps for both download and upload is necessary.

• No Wi-Fi; a direct wired internet connection is mandatory.

• A dedicated workspace with a desk and chair in a quiet, distraction-free setting is required.

• Flexibility to work any 8-hour shift within 24/7 business hours is essential.

• Consistency in work schedule, including 100% attendance during the 3-to-6-week paid training period, is expected.

• Preferred: Over 1 year of prior call center experience.

🏝️ Benefits

• Paid training.

• Competitive starting pay of $14.00 per hour from day one.

• Shift differential of $1.50 per hour for hours worked between 6PM–6AM.

• Weekend shift differential of $1.00 per hour for shifts on Saturday and Sunday, 6AM–6PM.

• Opportunity to participate in an incentive plan to earn an additional $350 per month post-training by achieving performance metrics.

• Opportunities for career advancement.

• Comprehensive health insurance coverage.

• Optional dental and vision programs.

• Life and disability insurance.

• Retirement savings plan.

• Paid holidays.

• Paid time off (PTO) or vacation and/or sick leave.

• Work-from-home arrangement.

• Company equipment provided.

• Supportive and innovative work environment.