Bilingual Customer Service Representative | Mexico WFH at Resolv.Global

Mexico

<p>Are you a <strong>bilingual English/Spanish customer service professional</strong> with strong communication skills and experience supporting customers by phone?</p><p><strong>We are hiring Customer Service Representatives to work from home in Mexico for a growing healthcare-related customer service program.</strong></p><p>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.</p><p><br></p><p><strong>What You'll Do</strong></p><p>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.</p><p>Your responsibilities will include:</p><ul><li>Answering inbound calls from health plan members and representatives</li><li>Listening carefully to understand customer needs and responding professionally</li><li>Providing accurate information and assistance regarding available transportation services</li><li>Handling customer questions and concerns with patience, empathy, and professionalism</li><li>Entering and maintaining accurate customer information and data</li><li>Meeting established performance and quality expectations</li><li>Following all HIPAA and compliance requirements when handling protected health information (PHI)</li><li>Escalating transportation or customer service concerns to the appropriate leadership team</li><li>Participating fully in required training and coaching</li><li>Completing all required compliance and training courses</li><li>Maintaining professional conduct and appearance during training and ongoing coaching</li><li>Participating on camera during required training and meeting sessions</li></ul><p><br></p><p><strong>Compensation &amp; Work Arrangement</strong></p><ul><li>$5.50 USD per hour</li><li>Paid weekly in arrears</li><li>Independent Contractor position</li><li>Fully Remote; Work From Home in Mexico</li></ul><p><br></p><p><strong>Schedule &amp; Training</strong></p><p><strong>Training Schedule:</strong></p><ul><li>Monday-Friday, 8:00 AM-4:30 PM EST</li></ul><p><strong>Production Schedule:</strong></p><ul><li>Potential shifts scheduled between 8:00 AM-6:00 PM EST</li></ul><p>Candidates must be able to commit to their scheduled hours and meet attendance and punctuality expectations.</p><p><strong></strong></p><p><strong>Technical Requirements (Essential)</strong></p><p><strong>To be considered, candidates must meet all technical requirements below:</strong></p><ul><li>Windows 11 PC <strong>(Mac not supported)</strong></li><li>16 GB RAM</li><li>Dual monitors</li><li>Webcam and Wired USB Headset</li><li>i5 processor or higher</li><li>Fibre internet with a wired connection (Ethernet cable)</li><li>Backup power solution</li><li>Microsoft Teams / Office 365</li></ul><p>Applications that do not meet the minimum technical requirements may not move forward in the process.</p><p><br></p><p><strong>Hiring Process</strong></p><p>To ensure fairness and consistency, all applicants must complete every stage of the hiring process.</p><p>Our process includes:</p><ol><li>Resume Review</li><li>Pre-Screen Questionnaire</li><li>Short One-Way Video Interview</li><li>Pre-Screen interview</li><li>Background Check</li></ol><p><br></p><p><strong>Please Note</strong></p><ul><li>All resumes must be submitted in English to be considered for this position.</li><li>As part of the selection process, candidates may be required to complete a <strong>cultural fit assessment.</strong></li></ul> <br><h3>Requirements</h3> <p><strong>What We're Looking For</strong></p><p>The ideal candidate is a <strong>fluent English/Spanish bilingual customer service professional</strong> who communicates clearly, stays calm under pressure, and consistently delivers a positive customer experience.</p><p><strong>Required Qualifications</strong></p><ul><li><strong>Minimum 6 months of inbound contact center experience OR transferable healthcare experience</strong></li><li>Fully bilingual in <strong>English and Spanish</strong></li><li>Excellent verbal and written communication skills</li><li>Strong data-entry skills and attention to detail</li><li>Ability to adapt to a fast-paced call environment</li><li>Comfortable handling difficult or emotional customer situations</li><li>Professional and courteous communication style</li><li>Ability to work independently and manage competing demands</li><li>Moderate experience with <strong>Microsoft Teams, Outlook, and Word</strong></li><li>Must maintain a professional appearance and demeanor</li><li>Must be available to be on camera during training and required meetings</li><li>Must meet attendance and punctuality expectations</li><li>Must have a download speed of approximately <strong>80-100 Mbps</strong></li><li>Must have an upload speed of approximately <strong>12-20 Mbps</strong></li><li>Must have a quiet, distraction-free workspace during scheduled working hours</li><li>Must have no conflicting responsibilities that would interfere with scheduled work hours</li><li>Must provide their own equipment to perform the job</li></ul><p><br></p><p><strong>What Makes You a Great Fit</strong></p><ul><li><strong>Customer Service</strong> - 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.</li><li><strong>Professionalism</strong> - 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.</li><li><strong>Adaptability</strong> - 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.</li></ul>