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.

• Redirect calls to the relevant department as necessary.

• Investigate inquiries from members and providers, delivering timely responses in accordance with established SLAs.

• Record customer interactions in a 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 resolve customer service issues.

• Make outbound calls to members to follow up on voicemails, provide requested information, or support other operational business requirements.

⛳️ Requirements

• High school diploma or equivalent (GED) is mandatory.

• At least six months of customer service or telephone support experience is required; one or more years is preferred.

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

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

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

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

• Ability to work effectively with diverse departments and staff across the organization.

• Familiarity with office equipment such as fax machines, as well as computer applications and telephone systems.

• Experience using help desk or customer support software to manage and resolve inquiries.

• High-speed Internet connection via wired ethernet; no Wi-Fi, Satellite, or Hot Spot connections permitted.

• Wired provider only; mobile broadband connections are not allowed.

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

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

• Latency must be under 100ms.

• An available cell phone or tablet meeting minimum system requirements of Android 8.0 or later or iOS 14 or later is necessary.

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

🏝️ Benefits

• Paid training.

• Qualfon University scholarship program allowing team members to enhance their education and obtain a college degree.

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

• Fun@Work.