Bilingual Customer Service Specialist

Job Description

Job Description

Customer Service

The Fountain Group is currently seeking a Customer Service I professional for a prominent client in the medical device and healthcare technology industry.

Must be Spanish / English Bilingual

Position Details

• Job Title: Customer Service I
• Location: Lake Mary, FL 32746
• Work Arrangement: 100% Onsite
• Pay Rate: $20.00–$23.00/hour
• • Candidates meeting the minimum required skills and experience: $20.00/hour
  • Candidates with additional relevant skills and experience: Up to $23.00/hour
• Hours: 8:00 AM – 4:30 PM EST
• Duration: 1 year, with possibility of extension or conversion
• Start Date: ASAP following completion of required screening
• Interview Process: Phone screen and possible onsite interview

Position Overview

The Customer Service I Associate will work in a call center environment , receiving inbound calls from customers regarding supply orders and customer support for medical device products .

These products may include implantable or wearable medical devices used to monitor or treat conditions such as heart failure and neurological conditions .

The Associate will be responsible for maintaining accurate patient records, verifying account and product information, processing referrals and equipment requests, and communicating with customers and internal support teams.

Key Responsibilities

• Receive and respond to inbound customer calls regarding supply orders and medical device support.
• Maintain and update accurate patient records.
• Verify customer account information, product information, and related documentation.
• Communicate prescription revision requests to appropriate clinic support teams.
• Receive and process new referrals for out-of-warranty medical equipment.
• Facilitate equipment replacements and coordinate customer returns in accordance with applicable regulations, policies, and procedures.
• Schedule annual preventative maintenance appointments for patients.
• Coordinate customer returns and replacements while following current standards and established protocols.
• Ensure all activities comply with established guidelines for handling medical device equipment.
• Provide clear, professional, and empathetic communication to customers and internal teams.
• Maintain departmental productivity and quality standards.

Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of customer service experience required.
• 2–3 years of call center experience preferred.
• Associate degree or equivalent work history preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Strong computer proficiency, including Microsoft Office.
• Ability to navigate multiple computer systems, applications, and websites.
• Demonstrated sound judgment and problem-solving abilities.
• Ability to meet and maintain departmental KPIs.
• Spanish-speaking candidates required.
• Ability to work 100% onsite in Lake Mary, Florida .

Ideal Candidate

The ideal candidate will have customer service or call center experience and be comfortable working in a fast-paced environment where accuracy, communication, and attention to detail are critical. Experience supporting customers in a healthcare, medical device, or regulated environment is a plus.