Bilingual Seasonal Call Center Representative
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Job Description
Bilingual seasonal call center representative answering member and provider inquiries for Qualfon’s omnichannel customer experience business. Documenting interactions, resolving concerns, and conducting follow-up calls remotely.
Responsibilities:
- Handle incoming calls through an automated phone system
- Answer routine to moderately complex questions from members and providers
- Direct calls to the appropriate department when needed
- Investigate member and provider inquiries and provide timely responses meeting established SLAs
- Document customer interactions in a CRM system
- Process written requests from members
- Maintain accurate records by updating account history with inquiry outcomes
- Collaborate with team members, supervisors, and customers to resolve customer service concerns
- Make outbound calls to members for voicemail follow-up, information requests, and operational business needs
Requirements:
- Fluency in both English and Spanish
- At least six months of customer service or phone-based support experience
- 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 commitment to getting the job done right
- Ability to work effectively with different departments and team members
- Proficiency with computer applications, telephone systems, and help desk or customer support software
- High-speed Internet via wired ethernet connection; no Wi-Fi, satellite, hotspot, or mobile broadband connections
- Upload speed of 25 Mbps and download speed of 50 Mbps
- ISP stability with 1% or less packet loss
- Latency under 100ms
- Available cell phone or tablet running Android 8.0 or later or iOS 14 or later
- Must install Microsoft Authenticator (MFA) required by Qualfon IT
Benefits:
- Paid training
- Qualfon University scholarship program, allowing team members to further their education and earn a college degree
- FREE access to personal and professional support through Qualfon Care Coaches
- Fun@Work
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