[Hiring] Bilingual Call Center Representative @Qualfon

Role Description

Handle incoming calls through an automated phone system, answer routine to moderately complex questions from members and providers, and direct calls to the appropriate department when needed.

• Investigate member and provider inquiries and provide timely responses that meet established service level agreements (SLAs).
• Document customer interactions in a customer relationship management (CRM) system, process written requests from members, and maintain accurate records by updating account history with the outcome of each inquiry.
• Collaborate with team members, supervisors, and customers to address and resolve customer service concerns.
• Make outbound calls to members to follow up on voicemail messages, provide requested information, or support other operational business needs.

Qualifications

• Fluency in both English and Spanish.
• At least six months of customer service or phone-based support experience, with additional experience preferred.
• Typing speed of 25 WPM with 90% accuracy required.
• Strong communication skills—clear, caring, and professional.
• Solid computer skills, including MS Office and navigating the web.
• Reliability, flexibility, and a commitment to getting the job done right.
• Ability to work effectively with different departments and team members across an organization.
• Proficiency with computer applications, telephone systems, and help desk or customer support software.

Requirements

• High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Hot Spot.
• Wired provider - No mobile broadband connections allowed.
• Upload speed of 25 Mbps; Download speed of 50 Mbps.
• The Internet service provider (ISP) must be highly stable with 1% or less packet loss.
• Latency under 100ms.
• Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS 14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.

Benefits

• Paid training.
• All team members can further their education and earn a college degree through the Qualfon University scholarship program.
• Team members have FREE access to personal and professional support through the Qualfon Care Coaches.
• Qualfon is dedicated to ensuring all team members have Fun@Work!