Hybrid Call Center Representative

AppleOne; Guaynabo (PR); Hybrid; USD 13,000 - 18,000; Full time

Benefits offered by this job

Major medical

Dental

Vision

401k

Sick pay

Job summary

AppleOne Employment Services in Guaynabo, PR is seeking a Hybrid Call Center Representative for a temp-to-hire opportunity. The role targets bilingual customer service professionals who resolve service issues in a fast-paced contact center environment.

Responsibilities include handling inquiries across billing and technical support, documenting requests, troubleshooting voice/data services, and making outbound confirmations.

Qualifications

• Associate degree and two years of call center or customer service experience, or an equivalent combination of education and experience.
• Bilingual communication skills in English and Spanish, including strong oral and written comprehension and expression.
• Experience using computers, contact center software, office suite tools, email systems, and multiple operational platforms.
• Strong customer service skills, telephone etiquette, active listening, problem-solving, and the ability to remain professional under pressure.

Responsibilities

• Handle customer inquiries related to billing, collections, service orientation, order status, repairs, and technical support through phone, email, WhatsApp, and fax.
• Create, update, and maintain accurate service documentation for new requests, claims, technical issues, investigations, and follow-up actions.
• Perform basic troubleshooting for voice and data services and elevate unusual or complex issues to the appropriate specialist, supervisor, manager, or department.
• Make outbound calls to confirm completed service orders, repair orders, service status, and testing results.
• Maintain strong service quality standards, including call monitoring performance, professional telephone etiquette, and timely customer responses.
• Support team coverage, assist with new employee training and orientation, and help maintain a well-organized call center operation.

Skills

Bilingual EN/ES

Customer service

Call center

Computer literacy

Telephone etiquette

Active listening

Problem solving

Education

Associate degree

Tools

Contact center software

Office suite

Email systems

Multiple platforms

Job description

We are seeking a Hybrid Call Center Representative for a temp-to-hire opportunity in Guaynabo, PR within the telecommunications services industry. This role is ideal for a bilingual customer service professional who enjoys helping customers, solving service issues, and working in a fast-paced contact center environment.

Key Responsibilities

• Handle customer inquiries related to billing, collections, service orientation, order status, repairs, and technical support through phone, email, WhatsApp, and fax.
• Create, update, and maintain accurate service documentation for new requests, claims, technical issues, investigations, and follow-up actions.
• Perform basic troubleshooting for voice and data services and elevate unusual or complex issues to the appropriate specialist, supervisor, manager, or department.
• Make outbound calls to confirm completed service orders, repair orders, service status, and testing results.
• Maintain strong service quality standards, including call monitoring performance, professional telephone etiquette, and timely customer responses.
• Support team coverage, assist with new employee training and orientation, and help maintain a well-organized call center operation.

Compensation and Benefits

• Pay Rate: $11.00 per hour.
• Job Type: Temp-to-Hire.
• Work Arrangement: Hybrid, with availability to work from home or office.
• Location: Guaynabo, PR.

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

Required Qualifications and Skills

• Associate degree and two years of call center or customer service experience, or an equivalent combination of education and experience.
• Bilingual communication skills in English and Spanish, including strong oral and written comprehension and expression.
• Experience using computers, contact center software, office suite tools, email systems, and multiple operational platforms.
• Strong customer service skills, telephone etiquette, active listening, problem-solving, and the ability to remain professional under pressure.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.