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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.
What You'll Do
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
Compensation & Work Arrangement
$5.50 USD per hour
Paid weekly in arrears
Independent Contractor position
Fully Remote; Work From Home in Mexico
Schedule & Training
Training Schedule:
Monday-Friday, 8:00 AM-4:30 PM EST
Production Schedule:
Potential shifts scheduled between 8:00 AM-6:00 PM EST
Candidates must be able to commit to their scheduled hours and meet attendance and punctuality expectations.
Technical Requirements (Essential)
To be considered, candidates must meet all technical requirements below:
Windows 11 PC (Mac not supported)
16 GB RAM
Dual monitors
Webcam and Wired USB Headset i5 processor or higher
Fibre internet with a wired connection (Ethernet cable)
Backup power solution
Microsoft Teams / Office 365
Applications that do not meet the minimum technical requirements may not move forward in the process.
Hiring Process
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
Please Note
All resumes must be submitted in English to be considered for this position.
As part of the selection process, candidates may be required to complete a cultural fit assessment.
Requirements
What We're Looking For
The ideal candidate is a fluent English/Spanish bilingual customer service professional who communicates clearly, stays calm under pressure, and consistently delivers a positive customer experience.
Required 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
What Makes You a Great Fit
Customer Service - Handles difficult or emotional customer situations with patience and professionalism; responds promptly to customer needs; provides helpful and accurate assistance; follows through on commitments; and consistently works to deliver a positive customer experience.
Professionalism - Communicates respectfully and tactfully with customers, colleagues, and leadership; remains calm and professional under pressure; takes responsibility for their actions; follows established procedures; and follows through on commitments.
Adaptability - Adapts effectively to changes in the work environment and customer needs; manages competing demands and priorities; adjusts their approach when situations change; and remains flexible when handling unexpected events, delays, or challenges.
