Seasonal Call Center Representative

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

📋 Description

• Manage incoming calls utilizing an automated phone 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 comply with established service level agreements (SLAs).

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

• Process 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 customer service issues.

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

⛳️ Requirements

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

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

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

• Excellent communication skills—clear, empathetic, and professional.

• Proficient computer skills, including familiarity with MS Office and web navigation.

• Dependability, adaptability, and a commitment to completing tasks accurately.

• Capability to effectively collaborate with various departments and staff throughout the organization.

• Knowledge of office equipment, including fax machines, computer applications, and telephone systems.

• Experience using help desk or customer support software is preferred.

• A wired ethernet connection for high-speed Internet is required; no Wi-Fi, satellite, hotspot, or mobile broadband connections are permitted.

• Upload speed of 25 Mbps and download speed of 50 Mbps is essential.

• Internet service provider stability with 1% or less packet loss is necessary.

• Latency must be under 100ms.

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

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

🏝️ Benefits

• Paid training opportunities.

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

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

• Fun@Work initiatives.