Bilingual Customer Service Representative | WFH

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.
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…