Remote Customer Experience Associate I

What We Offer

• Work From Home
• Full Time Employment (40 hours/week)
• Competitive Pay: $14.00 starting on day one
• Shift Differential: $1.50 per hour for hours between 6PM- 6AM
• Weekend Shift Differential: $1.00 per hour (Sat and Sun, 6am-6pm)
• Incentive Plan: Opportunity to earn up to an additional $350 per month after training, by meeting performance metrics (call quality, attendance, and schedule adherence)
• Career Growth: Opportunities to advance your career in a supportive, innovative environment
• Benefits: Comprehensive benefit options and a great work environment that values your success

What You’ll Do

• Efficiently manage a high volume of inbound calls in a fast-paced environment
• Listen actively to understand customer needs and offer clear, accurate information
• Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies
• Absorb and process transactions efficiently via web-based applications and handle research requests with precision
• Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations
• Maintain in-depth knowledge of company and client programs, policies, and technology
• Support team operations during peak times or absences to help maintain seamless service

Requirements

• Must be at least 18 years old and possess a High School Diploma or equivalent
• Must have 6 months of Customer Service, Call Center or Dispatch experience
• Complete a background check, credit check, and security fingerprinting
• Reside in Puerto Rico with legal authorization to work permanently in the United States

Training Requirements

• Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support)
• Must maintain an average quiz score of 80%+ and complete all required E-Learning training

Technical & Workspace Requirements

• Must have a secure, reliable high-speed internet connection, including a verified speed test of at 50 download Mbps & 50 upload; (no Wi-Fi)
• Must maintain a dedicated workspace with a desk and chair, a direct wired internet connection, and work in a quiet, distraction-free environment
• Company equipment will be provided