Customer Support Representative

Position Type: Full-Time, Remote
Working Hours: EST Time Zone

About the Role

We are looking for a reliable, organized, and customer-focused Customer Support Representative to support daily administrative and client-facing operations.

This role will handle incoming calls, client inquiries, appointment scheduling, client intake, calendar management, and general administrative support. The ideal candidate is professional, bilingual in English and Spanish, comfortable handling confidential information, and able to multitask in a fast-paced environment.

Responsibilities

Customer Support & Reception

• Handle incoming customer support and receptionist calls professionally.
• Transfer calls and make announcements to clients when needed.
• Respond to client questions and provide timely assistance.
• Maintain a professional and welcoming phone presence.

Client Intake & Communication

• Conduct client intakes over the phone and accurately collect required information.
• Communicate with clients through phone and email.
• Handle client inquiries while maintaining confidentiality and professionalism.
• Follow up on client requests and ensure timely resolution.

Calendar & Appointment Management

• Manage calendars and schedule appointments and meetings.
• Coordinate scheduling changes, confirmations, and rescheduling.
• Ensure appointments and calendar information remain accurate and up to date.

Administrative Support

• Prepare basic reports and assist with organizing team workflows.
• Track tasks, follow-ups, and administrative activities.
• Maintain accurate records and documentation.
• Provide general support with day-to-day administrative operations.

Required Experience & Skills

Must-Have

• Previous experience in customer service, receptionist, or a similar role.
• High school diploma or equivalent.
• Valid HIPAA certification — required.
• Strong knowledge of HIPAA, confidentiality, and patient privacy requirements.
• Fully bilingual in English and Spanish.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft 365, including Outlook, Word, and Excel.
• Familiarity with Google Calendar and Gmail.
• Strong organizational and multitasking abilities.
• Excellent attention to detail.
• Ability to work EST hours.
• Reliable internet connection and professional remote-work setup.

What Makes You a Strong Fit

• Professional and confident when communicating with clients by phone and email.
• Highly organized and able to manage multiple priorities.
• Reliable with strong follow-through and attention to detail.
• Comfortable handling confidential and sensitive information.
• Adaptable and able to respond quickly to changing priorities.
• Customer-focused and committed to providing a positive client experience.

Interview Process

1. Initial Recruiter Screening
2. Client Interview
3. Offer Stage