Bilingual Customer Support Rep

Job Summary
Work Location : 100% Remote. Must reside and work from Virginia (VA) or New Jersey (NJ).
Pay Rate: $17.46 per hour

Training Hours: Monday – Friday, 8 am to 4 pm. 
After training Schedule : Shifts will be assigned within the following hours: Monday-Friday: 8:00 AM - 7:00 PM EST. Saturday: 9:00 AM - 12:00 PM EST .

Key Responsibilities

- Assist callers with complex questions related to eligibility guidelines, policies, access-to-care concerns, and escalated issues.
- Handle inbound and outbound customer interactions in a professional, courteous, and efficient manner.
- Review and process eligibility-related documents, including income, identity, and verification records.
- Learn, interpret, and apply state program policies and procedures to provide accurate support.
- Document customer interactions and case information clearly and accurately.
- Maintain strong service quality, confidentiality, and compliance standards in a remote call center setting.

Required Qualifications and Skills

- High school diploma or GED required.

- At least 1 year of relevant professional experience, or an equivalent combination of education and experience.

-Bilingual English and Spanish communication skills required.

- Strong customer service, active listening, problem-solving, and de-escalation skills.

- Ability to learn and apply state program policies and procedures accurately.

Equipment Technical Requirements

- Must have a personal Windows-based computer that meets company requirements. (Mac and Chromebook devices are not supported.)

- Wired high-speed internet required with a minimum of 50 Mbps download and 15 Mbps upload.

- Computer must have 16GB RAM and 256GB SSD.
- Wired headset required. Bluetooth headsets are not allowed.

- Webcam required for training.

- Smartphone required for authentication.

- Must allow installation of required security software.

Preferred Qualifications

- Previous call center, healthcare customer service, eligibility support, benefits administration, or client care experience is preferred.

- Experience reviewing documents or handling confidential customer information is a plus.

- Prior remote work experience in a structured, metrics-driven customer support environment is helpful.

Equal Opportunity Employer / Disabled / Protected Veterans

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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.

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.

Additional Skills

Additional information:
- Employment is contingent upon successfully passing a background screening.

- A clear criminal background check is required before the start of training.