Job Description

Bilingual Contact Call Center Agent Remote (New Mexico Residents Only)

Job Summary

We are seeking experienced and professional Bilingual Contact Call Center Agents to support customer service operations related to citizen services and benefits programs. The ideal candidate will possess strong communication skills, prior call center experience, excellent attention to detail, and the ability to manage customer interactions across

phone, chat, and email channels in a fast-paced remote environment.

This role requires professionalism, problem-solving abilities, adaptability, and the capability to navigate multiple systems while delivering exceptional customer support.

Candidates must have a reliable high-speed internet connection and a quiet, professional home office environment.

Key Responsibilities

• Customer Support & Communication
• Handle inbound and outbound customer interactions via phone, chat, and email
• Follow established call flows, scripts, quality standards, and compliance guidelines
• Assist customers with eligibility questions, benefits information, application status updates, and account-related inquiries
• Provide accurate information regarding benefit programs, processing timelines, and eligibility requirements
• Support customers with address updates, account maintenance, and benefit re-certifications
• Assist with Medicaid card issuance and medical or income-related application processes
• Documentation & Case Management
• Accurately document customer interactions, case details, and resolutions within internal systems
• Research and resolve customer inquiries using multiple databases and internal resources
• Escalate unresolved issues to the appropriate departments when necessary
• Maintain confidentiality and compliance while handling sensitive customer information
• Operational Responsibilities
• Meet productivity, attendance, quality assurance, and performance standards
• Deliver timely and accurate customer support in a remote work environment
• Identify service trends and report recurring issues to leadership when appropriate
• Required Qualifications
• High School Diploma or GED equivalent
• Minimum of 2 years of Customer Service experience
• Minimum of 2 years of Call Center experience
• Strong computer proficiency, including Microsoft Office, internet navigation, email, and data entry
• Ability to multitask across multiple systems and applications
• Must pass the Berlitz Bilingual Assessment with a score of 7 or higher
• Must currently reside in New Mexico

Preferred Qualifications

• Excellent verbal and written communication skills
• Strong listening, problem-solving, and conflict-resolution abilities
• Ability to work independently with minimal supervision
• Experience working in a remote customer service environment
• Reliable high-speed internet connection and dedicated workspace

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