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 DoAs 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 representativesListening carefully to understand customer needs and responding professionallyProviding accurate information and assistance regarding available transportation servicesHandling customer questions and concerns with patience, empathy, and professionalismEntering and maintaining accurate customer information and dataMeeting established performance and quality expectationsFollowing all HIPAA and compliance requirements when handling protected health information (PHI)Escalating transportation or customer service concerns to the appropriate leadership teamParticipating fully in required training and coachingCompleting all required compliance and training coursesMaintaining professional conduct and appearance during training and ongoing coachingParticipating on camera during required training and meeting sessionsCompensation & Work Arrangement$5.50 USD per hourPaid weekly in arrearsIndependent Contractor positionFully Remote; Work From Home in MexicoSchedule & TrainingTraining ScheduleMonday-Friday, 8:00 AM-4:30 PM ESTProduction SchedulePotential shifts scheduled between 8:00 AM-6:00 PM ESTCandidates 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 RAMDual monitorsWebcam and Wired USB Headseti5 processor or higherFibre internet with a wired connection (Ethernet cable)Backup power solutionMicrosoft Teams / Office 365Applications that do not meet the minimum technical requirements may not move forward in the process.Hiring ProcessTo ensure fairness and consistency, all applicants must complete every stage of the hiring process.Our process includes:Resume ReviewPre-Screen QuestionnaireShort One-Way Video InterviewPre-Screen interviewPlease NoteAll 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.RequirementsWhat We're Looking ForThe 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 QualificationsMinimum 6 months of inbound contact center experience OR transferable healthcare experienceFully bilingual in English and SpanishExcellent verbal and written communication skillsStrong data-entry skills and attention to detailAbility to adapt to a fast-paced call environmentComfortable handling difficult or emotional customer situationsProfessional and courteous communication styleAbility to work independently and manage competing demandsModerate experience with Microsoft Teams, Outlook, and WordMust maintain a professional appearance and demeanorMust be available to be on camera during training and required meetingsMust meet attendance and punctuality expectationsMust have a download speed of approximately ****** MbpsMust have an upload speed of approximately ***** MbpsMust have a quiet, distraction-free workspace during scheduled working hoursMust have no conflicting responsibilities that would interfere with scheduled work hoursMust provide their own equipment to perform the jobWhat Makes You a Great FitCustomer 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 versátil when handling unexpected events, delays, or challenges.
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📌 Bilingual Customer Service Representative | Mexico Wfh (Santiago de Querétaro)
🏢 Resolv.Global
📍 Santiago de Querétaro