Bilingual Customer Service Specialist

Job Description

Bilingual Tier 1 Service Desk Representative (Remote)

Support the Centers for Medicare & Medicaid Services (CMS)

Location: Fully Remote (U.S. Based)

Schedule Options:

• Sunday – Thursday | 11:45AM – 8:15PM ET (Mon–Thurs) & 9:45AM – 6:15PM ET (Sun)
• Sunday – Thursday | 7:45AM – 4:15PM ET (Mon–Thurs) & 9:45AM – 6:15PM ET (Sun)

As a Bilingual Tier 1 Service Desk Representative, you'll be the first point of contact for callers seeking assistance with billing protections, filing complaints, or checking the status of an existing complaint. You’ll be answering inbound calls via a cloud-based phone system — all from the comfort of your home.

What You'll Do:

• Respond to inbound calls in both Spanish and English with professionalism and empathy
• Assist callers with understanding billing protections, submitting complaints, and checking complaint statuses
• Navigate customer needs with confidence, clarity, and compassion
• Work as part of a supportive, remote-first team
• Complete a 1-week virtual instructor-led training followed by 1 week of job shadowing
• Maintain a secure and distraction-free home workspace

What You Bring:

• High school diploma or GED
• 2+ years of customer service experience (call center experience a plus)
• Fluent in spoken and written Spanish and English
• U.S. or authorized to work in the U.S. (Must have lived in the U.S. for at least 3 of the last 5 years)
• A customer-first attitude: polite, professional, adaptable, and reliable