Nuvo Staffing LLC Customer Service Representative - Bilingual (Spanish) Remote · Full time

Apply for Customer Service Representative - Bilingual (Spanish)

Nuvo CX is a customer experience transformation company that reimagines how businesses connect with their customers. We improve customer satisfaction through innovation by seamlessly blending powerful AI technology with a human touch, creating meaningful experiences that drive lasting impact. Our mission is to create a culture of growth and innovation, empowering our team to deliver personalized interactions that foster operational excellence. We offer comprehensive customer experience solutions across technical support, customer care, and sales, serving diverse industries including automotive, banking and finance, healthcare, insurance, retail, telecommunications, technology, and more. At Nuvo CX, we leverage advanced artificial intelligence, automation, and data analytics tools to ensure every customer interaction is fast, accurate, and personalized. Our commitment to innovation allows us to offer scalable, efficient solutions that evolve with our clients' needs while maintaining excellence in delivery quality across all channels and languages. Guided by our core values—Inspire, Innovate, Achieve—we put people at the heart of everything we do. We believe in creating more than just a workplace; we cultivate an environment focused on personal and professional growth where team members can learn, connect, and thrive. Our vision is to be the leading force in customer experience transformation, continuously raising the bar while making a meaningful impact in the ever-evolving digital landscape. Join us in building exceptional experiences and transforming the way businesses connect with their customers.

Essential Responsibilities

 

Member Support & Ride Scheduling

• Answer inbound calls and assist members with scheduling, updating, or canceling transportation.

• Make outbound calls to confirm trips, provide updates, or follow up on issues.

• Use internal systems to verify eligibility, benefits, and required trip information.

• Provide clear communication regarding pickup times, provider information, and ride expectations.

 

Issue Resolution

• Handle concerns related to late drivers, missed pickups, or other transportation challenges.

• Escalate urgent or complex situations to supervisors or Tier 2 support.

• Document all interactions clearly and accurately in the CRM system.

 

Accuracy & Compliance

• Follow all state Medicaid, HIPAA, and transportation compliance requirements.

• Ensure complete and precise documentation for each call.

• Adhere to scripting, system workflows, and quality assurance guidelines.

 

Performance & Teamwork

• Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy.

Participate in training, coaching, and team huddles.

• Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.

 

Qualifications Required

• 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.

• Strong communication skills and ability to remain calm under pressure.

• Comfort navigating multiple computer systems and documenting quickly.

• Detail-oriented with strong problem-solving ability.

• Reliable attendance and punctuality.

• Remote - Work from Home (WFH) in Ohio, Tennessee, Texas and South Carolina

• Contact center hours include weekdays, weekends, and some holidays.

Preferred

• Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.

• Bilingual (English/Spanish).

 

Skills and Competencies

• Customer-first mentality

• Strong verbal communication

• Multitasking and time-management

• Accuracy and attention to detail

• Ability to follow processes and adapt in a startup environment

• Team-oriented mindset