Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls using an automated telephone system.

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

• Route calls to the appropriate department as necessary.

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

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

• Address written requests submitted by members.

• Ensure accurate record-keeping by updating account histories with the outcomes of inquiries.

• Work collaboratively with team members, supervisors, and customers to address and resolve customer service issues.

• Initiate outbound calls to members to follow up on voicemails, provide requested information, or assist with operational business needs.

⛳️ Requirements

• A high school diploma or equivalent (GED) is required.

• At least six months of experience in customer service or telephone support is necessary.

• A typing speed of 25 words per minute with 90% accuracy is required.

• Strong communication skills—clear, caring, and professional—are essential.

• Solid computer proficiency, including knowledge of MS Office and web navigation.

• Reliability, adaptability, and a commitment to completing tasks correctly are crucial.

• Ability to work collaboratively with various departments and staff.

• Familiarity with office equipment, computer applications, and telecommunication systems is important.

• Proficiency in using help desk or customer support software is preferred.

• High-speed Internet access via a wired Ethernet connection is mandatory; Wi-Fi, satellite, hotspot, or mobile broadband connections are not acceptable.

• Upload speed of at least 25 Mbps and download speed of 50 Mbps is required.

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

• Latency must be under 100 ms.

• An available cell phone or tablet that meets Android 8.0+ or iOS 14+ requirements is necessary.

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

🏝️ Benefits

• Paid training opportunities.

• Access to the Qualfon University scholarship program, enabling team members to advance their education and earn a college degree.

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

• Engaging work environment with Fun@Work initiatives.