Bilingual Medical Customer Care Representative

About Us:

1st Class Medical is the leading retailer of portable oxygen concentrators in North America. We are a family-owned business committed to providing high-quality service to those affected by respiratory illness, improving lives through reliable oxygen therapy solutions. Our reputation is built on the incredible care and support provided by our dedicated team. We are looking for a motivated Customer Care Representative to join our expanding team and contribute to our mission of delivering exceptional care.

In this position, you will be the first point of contact for patients by handling the inbound calls, resolving their questions and concerns about their medical devices. You will gain the knowledge necessary to troubleshoot their portable and stationary oxygen concentrators while also acting as the bridge between the customer and our repair center. With every inbound and outbound call, you will identify opportunities to sell additional products, earning commissions while supporting the customers’ needs. Because we proudly serve a diverse patient base, the ability to communicate effectively in both English and Spanish is highly valued for this role. You will report directly to a remote manager and collaborate with a dynamic team composed of both in-office and off-site team members.

Job Type: Full-time

Salary: $19.00 - $20.00 per hour plus Commission

Location: Parker, CO

Responsibilities:

• Answer Inbound calls from patients
• Troubleshoot and resolve the issues with their concentrator, making notes and tickets in our CRM
• Identify sales opportunities on these calls for additional accessories to meet weekly sales goals
• Meet and exceed daily outbound call quotas of at least 40 call per day
• Log calls, updating customer information in our CRM (Hubspot)
• Navigate stressful situations with composure remaining effective under pressure
• Collaborate with management, team members, and other departments to find appropriate solutions
• Handle walk-in customers promptly with poise and professionalism
• Collect and verify payments using
• Complete follow-up tasks timely and independently for customer satisfaction
• Other duties as assigned at the company’s discretion

Compensation and Benefits:

• Competitive pay: $19 - $20 per hour, plus uncapped commission
• Schedule: Monday to Friday, 8 AM - 5 PM, with rotating Saturdays (Saturday availability required)
• Health, dental, and vision insurance through United Health Care (after 3 months)
• 401(k) plan
• Paid time off
• Paid training and ongoing support
• Opportunities for growth within the company

Qualifications:

• Minimum of 1 year of customer service experience
• Comfortable speaking with customers over the phone and in person, troubleshooting and resolving issues
• Bilingual in English and Spanish (required)
• Proficient in using computers, CRM software (HubSpot), a VoIP phone system (Call Tracking Metrics), the UPS online shipping system, and Authorize.Net for secure credit card processing
• Strong communication skills, with the ability to express empathy and professionalism in both English and Spanish
• Must be able to keep composure in stressful situations
• Proven ability to work efficiently, prioritize effectively, and consistently deliver results
• Needs to be comfortable working for a remote manager
• In-office work is required (this is not a remote position)
• Typing speed of at least 40 words per minute with strong accuracy

Job Type: Full-time

Salary: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Occasional Saturdays

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer support: 1 year (Required)

Language:

• Spanish (Required)

Ability to Commute:

• Parker, CO 80134 (Preferred)

Work Location: In person