Remote Call Center Specialist: Consumer Relations (BILINGUAL) – (MEO 643)

Pay for this position starts at a base rate of $15.00 per hour and will increase to $16.00 per hour after 90 days of service.

In this Remote Contact Center Specialist role, you will support our Consumer Relations line of business, where you will be the voice of the customer by taking a variety of phone calls handling complaints and upset customers. You would be interacting with these customers primarily via phone, and the customer inquiries range from customer concerns, issues, compliments, and general inquiries where you will listen, document, ask questions, mediate, diffuse and seek to resolve the customer’s inquiry with empathy and care. The most common customer inquiries include updating account information, coupons and transaction information, feedback regarding customer service in our stores and pharmacies, prescription concerns, refunds/company rewards, product feedback, covid testing, scheduling, and vaccination inquiries, and bodily injury and personal property loss calls.

Job Responsibilities

• Resolves routine, general questions and problems submitted by customers, physician offices, patients and third-party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.
• Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents contact interactions, records details, complaints, comments and actions taken.
• Coordinates with other functional areas as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
• Contacts customers, physician’s office, patient or third-party vendor to respond to inquiries or to notify them of investigation results and planned adjustments.
• Handles inquiries for one or more lines of business.

Basic Qualifications

• High School Diploma or GED.
• Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
• Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
• Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
• Communicate effectively in writing and verbally.
• The following locations are not eligible for this opportunity: California, DC, Hawaii, and Puerto Rico
• This is a work at home position. To be eligible for this role you will be required to have a high-speed internet connection (DSL and Satellite not supported) at the time of your application.
• Must be fluent in speaking, reading, and writing in Spanish.

Preferred Qualifications

• At least 1 year of customer service experience in centralized services or call center environment.
• Experience in retail or healthcare.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Intermediate level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
• Fluency in Spanish and English.

Salary Range $15 – $19.5 / Hourly

*** The above job descriptions and listed requirements can often change based on current Employer needs and new projects.  Your assigned job counselor will provide you with the most up-to-date job information.

If you are a new applicant and not our current client, please fill out an application to start the process:

Application