Job Description

Job Summary

Qualfon is hiring immediately for Bilingual Customer Service Professionals, who are fluent in both English and Spanish, to work from home (100% remote) fielding inbound calls from our customers providing support for phone services and facilitating the addition of funds to inmate accounts. This role is crucial in helping families stay connected and ensuring the smooth management of inmate financial needs. Our Customer Service Representatives will have virtual paid training from their home.

Our Qualfon Mission:

Our mission is to be the Best and make each person’s life better to pursue their total vocation, create and ever-growing number of career development opportunities, and be the partner of choice for all our clients.

• Further your education and earn a college degree through our Qualfon University scholarship program
• FREE access to personal and professional support through the Qualfon care coaches
• Medical, dental benefits, vision, and life & accident insurance for full time employees
• Paid time off
• We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values

What you will be doing

• Respond to inquiries via inbound service; telephone interactions to address a variety of customer inquiries in a consistently polite manner.
• Forwarding specific inquiries as directed for priority resolution
• Documenting each encounter/resolution in the computer tracking system
• Strong capacity to retain information
• Aptitude to deliver on all customer requests/concerns with a friendly and professional demeanor.
• Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude
• Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance
• At ease with multi-tasking in several computer applications at once while holding a conversation with a customer

Area of expertise (Skills)

What skills you will need

• One-year previous call center
• Strong communication skills in both English and Spanish, both verbal and written.
• Ability to attend 100% classroom training program
• Passion to meet or exceed performance goals
• Working in a time-sensitive environment
• Computer savvy and can resolve minor technical issues with minimal assistance​

Work at Home Requirements

This opportunity REQUIRES that you have the following equipment to perform the job:

• Desktop or Laptop (Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook and Android systems are NOT compatible
• Operation system – Windows 10 or newer
• Webcam-Video available
• The computer must have at least 4GB of RAM and a Processor speed - Dual Core 2 GHz or better
• High-speed Internet via wired ethernet connection, no Wifi, Satellite or Hot spot
• Upload speed of 3 Mbps; Download speed of 16 Mbps
• The Internet service provider (ISP) must be highly stable with 1% or less packet loss
• Latency under 100ms.
• USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech recommended) 3.5 mm headsets and gaming style headsets are not approved.
• Must have available cell phone, tablet or landline required for Multifactor authentication
• Will require Two monitors or one 32” or larger monitor
• If you want to test your systems, please click the link below:

To complete a Voluntary Self-Identification of Disability Form, please visit our website at Qualfon.com/join-us

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

Qualfon is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.

Contact qualfon-dialogdirectrecruiting@qualfon.comto discuss reasonable accommodations.

Other Skills and Experiences (Min)

Fully bilingual written and spoken, English and Spanish.

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