Customer Experience Associate (Bilingual: Spanish & English)

Location: Clearwater, FL

Department: Customer Experience

Reports to: Customer Experience Manager

Employment type: Full-Time 

The Role

As a Customer Experience Associate, you are a key member of our customer support team and will serve as a trusted first point of contact for customers. In this role, you’ll provide responsive, knowledgeable support, answer questions, resolve routine issues, and ensure every customer interaction reflects our commitment to exceptional service. This role is ideal for someone who is customer-focused, personable, detail-oriented, and eager to build a career in customer experience. You’ll be responsible for accurately documenting customer interactions, following through on requests, and escalating more complex issues to the appropriate team when needed.

What You’ll Do

• Respond to inbound customer inquiries via phone both inbound and outbound, email, or ticketing systems.

• Provide accurate information regarding products, services, policies, and procedures.

• Resolve routine customer issues and complaints in a timely and professional manner.

• Accurately document customer interactions in CRM systems.

• Follow established scripts, workflows, and service guidelines.

• Escalate complex or unresolved issues to higher-level support or supervisors.

• Meet or exceed individual performance metrics (AHT, quality, adherence, CSAT).

• Maintain confidentiality and comply with company policies and regulations.

• Demonstrate professionalism, empathy, and active listening during all interactions.

• Handles basic to moderately complex issues.

• Works under direct supervision.

• Limited decision-making authority.

• Escalates advanced issues per defined guidelines.

• Any additional job duties and tasks as required. 

What We’re Looking For

MUST-HAVES  

• High school diploma or equivalent

• 1+ year in a customer facing role

• Must be bilingual and fluent in English and Spanish (reading, writing, and speaking)

• Ability to work 1:30pm-10:00pm Saturday through Wednesday (Thursday/Friday off)

• Strong verbal and written communication skills

• Comfortable navigating multiple systems (CRM/ticketing)

• Basic computer proficiency and ability to navigate multiple systems

• Customer-focused mindset with problem-solving abilities

• Ability to follow instructions and standardized procedures

• Ability to work in a fast-paced, high-volume environment

• Time management and organizational skills

NICE-TO-HAVES  

• Prior customer service or call center experience

• Familiarity with CRM or ticketing systems

What We Offer

• Compensation: Starting at $20.00/hr, based on experience. Eligible for 15% in Stock Options (RSUs) after 6 months of employment

• Benefits: Health, Dental, and Vision Insurance, plus a 401(k) Retirement Plan with automatic enrollment at 3%, with options to increase your contribution

• Time Off: PTO, Company Paid Holidays, Parental Leave

About TelyRx

TelyRx is a technology-enabled healthcare and pharmacy services company on a mission to make getting everyday medications simple, affordable, and fast. Our digital pharmacy platform connects patients with independent, state-licensed providers, then fulfills and ships prescriptions through our own licensed retail pharmacies. We call it the You era of healthcare: no waiting rooms, no appointments, no insurance required.

At TelyRx, our values aren't just words on a wall - they're choices we make every day that define how we work, collaborate, and succeed. TELY stands for Trust, Empathy, Leveling Up, and YOLO (You Only Live Once). Trust means we create safety for one another: if we say it, we mean it; if we commit, we deliver. Empathy means we don't just serve people; we understand them. Leveling Up means if we're not improving, we're falling behind. And YOLO means we execute, we finish, and we own the outcome. If this resonates with you, throw your hat in the ring - we'd love to consider you.

We’ve filled more than 1,000,000 prescriptions, earned over 10,000 five-star reviews, and now offer 450+ everyday medications across 48 U.S. states and territories. A licensed provider reviews each request within 24 hours, and approved orders ship quickly and discreetly to the patient’s door. Clear pricing, no surprises.

We’re a publicly traded company (TSX: TELY, OTCQX: TELYF) growing fast, with teams across Dallas, Tampa, Boulder, and Seattle. If you want your work to reach real people on the day they need it most, you’ll feel at home here.

Equal opportunity

TelyRx is an equal opportunity employer. We celebrate diversity and are committed to building a team that reflects the people and communities we serve. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Compensation details: 20-20 Hourly Wage

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