Job ID: 1801738
Reference Code: MI-Call-Center Representative
Job Summary
We are seeking a bilingual Call Center Representative for a contract/temporary opportunity in El Paso, TX. This role supports consumers, prospective enrollees, and authorized representatives by phone in a structured customer support environment.
This is a great opportunity for a service-focused professional who enjoys helping callers navigate questions, requests, and program-related information with accuracy and care. The position offers comprehensive training, clear expectations, supportive team guidance, and the chance to build valuable call center and customer service experience. Successful representatives will thrive in a professional, process-driven environment that values quality, confidentiality, teamwork, and caller satisfaction.
Key Responsibilities
- Answer incoming calls from consumers, the general public, prospective enrollees, and individuals assisting callers while following established policies, procedures, and privacy guidelines.
- Track, document, and update all inquiries accurately using applicable systems and call center tools.
- Provide callers with information, fulfill requests for materials by mail, email, or download, and transfer or refer callers to the appropriate resources as needed.
- Escalate calls or issues to designated staff for resolution when required.
- Facilitate translation services for non-English speaking callers according to established procedures.
- Attend required meetings and trainings while maintaining current knowledge of programs, systems, and performance expectations.
Compensation and Benefits
- Pay rate: $15.00 per hour.
- Job type: Contract/Temporary.
- Location: El Paso, TX.
- Training schedule: Monday through Friday, 9:00 AM to 4:30 PM for the first 14 business days.
- Nesting schedule: Monday through Friday, 9:00 AM to 4:30 PM for 10 business days.
- Attendance requirement: 100% attendance is required during training and nesting. No absences or time off requests are allowed during the training period.
- Hours of operation: Monday through Friday, 7:30 AM to 7:30 PM EST.
- New hires should plan to work a closing shift of 11:00 AM to 7:30 PM EST unless otherwise advised.
- Work-at-home requirement: Traditional wired home internet service is required. Cellular-based internet service providers are not permitted.
- Equipment requirement: Bring Your Own Device arrangement applies based on work-at-home technical requirements. Agents must be on camera during training, and a second monitor is required.
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
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.
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.
Required Qualifications and Skills
- Answer inbound customer service calls while maintaining professionalism, accuracy, and confidentiality.
- Document caller inquiries and complete related tasks in required systems.
- Support caller requests, referrals, transfers, escalations, and translation service processes.
- Meet Quality Assurance standards and other key call center performance metrics.
- High school diploma or equivalent required.
- 0 to 1 years of experience required, with 1 to 2 years of customer service or call center experience helpful for success.
- Bilingual proficiency is required in the language specified for the assignment.
- Ability to follow detailed policies, procedures, scripts, protocols, and confidentiality requirements.
- Strong verbal communication, active listening, data entry, and customer service skills.
- Ability to remain professional and patient when assisting callers with questions or concerns.
- Must meet work-at-home technical requirements, including approved wired internet service, BYOD requirements, camera use during training, and second monitor requirement.
- Must be available for the required training, nesting, and assigned operating schedule.
Preferred Qualifications
Not specified.