[Hiring] Bilingual Customer Service Representative @Resolv.Global

Role Description

Are you a bilingual English/Spanish customer service professional with strong communication skills and experience supporting customers by phone? We are hiring Customer Service Representatives to work from home in Mexico for a growing healthcare-related customer service program. This is an excellent opportunity for experienced contact center professionals who are comfortable handling inbound calls, answering member questions, working toward performance goals, and delivering a professional, empathetic customer experience.

As a Customer Service Representative, you will provide prompt, courteous support to health plan members and representatives while assisting with questions related to transportation services and other member support programs. Your responsibilities will include:

• Answering inbound calls from health plan members and representatives
• Listening carefully to understand customer needs and responding professionally
• Providing accurate information and assistance regarding available transportation services
• Handling customer questions and concerns with patience, empathy, and professionalism
• Entering and maintaining accurate customer information and data
• Meeting established performance and quality expectations
• Following all HIPAA and compliance requirements when handling protected health information (PHI)
• Escalating transportation or customer service concerns to the appropriate leadership team
• Participating fully in required training and coaching
• Completing all required compliance and training courses
• Maintaining professional conduct and appearance during training and ongoing coaching
• Participating on camera during required training and meeting sessions

Qualifications

• Minimum 6 months of inbound contact center experience OR transferable healthcare experience
• Fully bilingual in English and Spanish
• Excellent verbal and written communication skills
• Strong data-entry skills and attention to detail
• Ability to adapt to a fast-paced call environment
• Comfortable handling difficult or emotional customer situations
• Professional and courteous communication style
• Ability to work independently and manage competing demands
• Moderate experience with Microsoft Teams, Outlook, and Word
• Must maintain a professional appearance and demeanor
• Must be available to be on camera during training and required meetings
• Must meet attendance and punctuality expectations
• Must have a download speed of approximately 80-100 Mbps
• Must have an upload speed of approximately 12-20 Mbps
• Must have a quiet, distraction-free workspace during scheduled working hours
• Must have no conflicting responsibilities that would interfere with scheduled work hours
• Must provide their own equipment to perform the job

Requirements

• Handles difficult or emotional customer situations with patience and professionalism
• Responds promptly to customer needs
• Provides helpful and accurate assistance
• Follows through on commitments
• Consistently works to deliver a positive customer experience
• Communicates respectfully and tactfully with customers, colleagues, and leadership
• Remains calm and professional under pressure
• Takes responsibility for their actions
• Follows established procedures
• Adapts effectively to changes in the work environment and customer needs
• Manages competing demands and priorities
• Adjusts their approach when situations change
• Remains flexible when handling unexpected events, delays, or challenges

Benefits

• $5.50 USD per hour
• Paid weekly in arrears
• Independent Contractor position
• Fully Remote; Work From Home in Mexico

Company Description

To ensure fairness and consistency, all applicants must complete every stage of the hiring process. Our process includes:

• Resume Review
• Pre-Screen Questionnaire
• Short One-Way Video Interview
• Pre-Screen interview