Bilingual Customer Service Representative | Mexico WFH

Resolv Global; Santiago de Querétaro; Remote; MXN 118,000 - 166,000; Full time

Job summary

Resolv Global is seeking bilingual English/Spanish customer service professionals to support health plan members from home in Mexico. You will handle inbound calls, provide accurate information, and deliver an empathetic customer experience.

The role requires strong communication, data-entry accuracy, and compliance with HIPAA. Training is provided; candidates must have a quiet workspace and the ability to work EST hours from Mexico.

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
• Must be on camera during training and required meetings

Responsibilities

• Answering inbound calls from health plan members and representatives
• Listening carefully to understand customer needs and responding appropriately
• Providing accurate information regarding transportation services and member support programs
• Escalating concerns to leadership as needed
• Entering and maintaining accurate customer information in systems
• Meeting established performance and quality expectations
• Complying with HIPAA and other regulatory requirements
• Participating in training and coaching sessions

Skills

Bilingual EN/ES

Customer service

Data entry

Microsoft Teams

Outlook/Office 365

Tools

Microsoft Teams

Outlook

Word

Job description

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.

Requirements

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 and required meetings
• Must meet attendance and punctuality expectations
• Must have a download speed of approximately 80-100 Mbps
• Must have an upload speed of approximately 12-20 Mbps
• Must have a quiet, distraction-free workspace during scheduled working hours
• Must have no conflicting responsibilities that would interfere with scheduled work hours
• Must provide their own equipment to perform the job

What Makes You a Great Fit

• Customer Service - 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.
• Professionalism - 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.
• Adaptability - 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.