Bilingual Call Center Representative

Title: Bilingual Call Center Representative

Location: California, United States

Department: Customer Service/Support

Job Description:

Overview

Who We Are: 

Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.  

Our mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients. 

At Qualfon, you’ll find more than just a job, you’ll find a place to grow, develop your career, and be part of a supportive, purpose-driven team. 

Starting hourly pay: $23

Responsibilities

What You’ll Do:

• Handle incoming calls through an automated phone system, answer routine to moderately complex questions from members and providers, and direct calls to the appropriate department when needed.
• Investigate member and provider inquiries and provide timely responses that meet established service level agreements (SLAs).
• Document customer interactions in a customer relationship management (CRM) system, process written requests from members, and maintain accurate records by updating account history with the outcome of each inquiry.
• Collaborate with team members, supervisors, and customers to address and resolve customer service concerns.
• Make outbound calls to members to follow up on voicemail messages, provide requested information, or support other operational business needs.

Qualifications

Qualifications we're seeking

• Fluency in both English and Spanish.
• At least six months of customer service or phone-based support experience, with additional experience preferred.
• 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 a commitment to getting the job done right.
• Ability to work effectively with different departments and team members across an organization.
• Proficiency with computer applications, telephone systems, and help desk or customer support software.

Work at Home Requirement:

• High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Hot Spot
• Wired provider- No mobile broadband connections allowed
• Upload speed of 25 Mbps; Download sped of 50 Mbps
• The Internet service provider (ISP) must be highly stable with 1% or less packet loss
• Latency under 100ms
• Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.

Internet Reimbursement: Agents receive a $75.00 monthly stipend to help offset the cost of their home internet service while working remotely.

What We Offer: 

We lead by example to ensure our fantastic team members and supervisors embrace and live the Qualfon Mission to make each person's life better.

• Paid training
• All team members can further their education and earn a college degree through the Qualfon University scholarship program
• Team members have FREE access to personal and professional support through the Qualfon Care Coaches
• Last but not least, Qualfon is dedicated to ensuring all team members have Fun@Work!

EEO Statement 

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law. 

Pay Range
USD $23.00 - USD $23.00 /Hr.