• Deliver outstanding customer support via email, chat, and phone, embodying Felix's commitment to excellence. • Ensure all tasks are completed within service level agreements (SLAs) to maintain high service standards. • Gather and analyse customer feedback to help build a better way forward, communicating insights to internal teams. • Support the development and upkeep of training documentation to empower both customers and team members. • Contribute to the creation and enhancement of Help Centre resources, including help articles, FAQs, guides, and video content.

• Respond promptly and professionally to inbound customer inquiries via phone, email, or chat. • Provide accurate information about Esperta Health's healthcare and wound care services. • Schedule, reschedule, and confirm patient appointments efficiently. • Document interactions and update patient records in electronic systems accurately. • Collaborate with internal teams including clinical and billing departments to ensure seamless patient care. • Address and resolve customer issues or escalate as necessary for timely solutions. • Maintain compliance with HIPAA and other privacy regulations. • Perform additional administrative tasks as required to support remote operations.

Bilingual Customer Care Representative Location: Remote Job Type: Full-Time Schedule: Shifts may include evenings and weekends Compensation: Competitive pay + shift differentials for nights/weekends Why Join Us? At Assurant, our Customer Care Representatives are the voice of our organization and the first point of contact for our valued customers. We are deeply invested in your success and committed to providing a supportive, inclusive, and growth-oriented environment. What Sets Us Apart: - Benefits from Day One – Medical, dental, vision, and more - Paid Time Off – Including holidays - Career Growth – Advancement opportunities and tuition reimbursement (up to $5,000/year after 6 months) - Comprehensive Training – Paid virtual training to set you up for success What You’ll Do: - Handle inbound customer calls and/or e-mails with empathy and professionalism - Resolve issues, answer questions, and provide proactive solutions - Document interactions and follow up as needed - Participate in special projects and adapt to evolving priorities - Deliver a WOW experience on every call—customers should hear your smile! Note: This role does not involve cold calling, sales, or contract upgrades. What We’re Looking For: - Minimum Requirements: - Bilingual fluency in Spanish and English (required). - High school diploma or GED - Customer service experience (call center, insurance, or banking preferred) - Strong communication, listening, and problem-solving skills - Ability to multitask using technology in a fast-paced environment - Reliable high-speed internet (25 Mbps down / 6 Mbps up) - Quiet, distraction-free home office setup - Preferred Qualifications: - 2+ years of customer service experience - Prior remote work experience Work Environment: - Full-time, 40 hours/week - Shifts may vary and include weekends and holidays - Must be available to work as late as 9 PM EST - Periodic shift bids determine schedules based on business needs Ready to Make a Difference? If you're a great communicator, a natural problem solver, and passionate about delivering exceptional service, we’d love to hear from you! Pay Range: $15.03 - $27.75 Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Role Description BGIS is seeking 4x experienced Help Desk Operators / Customer Service Officers to join a newly established FM Hub supporting a high-volume, fast-paced aviation precinct based in Mascot. In this role, you will be the first point of contact for maintenance and service requests, ensuring efficient triage, scheduling, dispatch, and tracking of work orders across a dynamic 24/7 operational environment. You will play a key role in keeping critical facilities running smoothly behind the scenes. Working closely with Facilities Managers, trades, subcontractors, and response teams, you will help deliver seamless service coordination, strong communication outcomes, and high-quality customer experience. Key Responsibilities - Receive, log, and manage service requests via phone, email, and digital systems (Maximo, Manhattan, SmartXRM & Genesis) - Triage, prioritise, and raise accurate work orders in line with contractual requirements - Dispatch and coordinate maintenance tasks with operational teams and subcontractors - Monitor work order progress to ensure timely completion and service level compliance - Support scheduling and coordination of preventative maintenance (PPM) activities - Maintain accurate system data to support reporting, compliance, and audit requirements - Track performance metrics including response times and overdue works - Provide clear, consistent communication and updates to stakeholders - Support continuous improvement in workflows, processes, and service delivery Qualifications - Experience in helpdesk, service coordination, call centre, or facilities environments - Strong administration skills with high attention to detail - Experience using CMMS systems (e.g. Maximo or similar) - Ability to manage competing priorities in a fast-paced environment - Strong communication skills across technical and non-technical stakeholders - Understanding of work order processes and maintenance workflows Requirements - Experience in 24/7 or shift-based operational environments - Exposure to aviation, infrastructure, or high-volume service environments - Experience supporting scheduling or preventative maintenance activities - Basic analytical skills for reporting and performance tracking Benefits - Spot recognition vouchers + $2,000 referral bonus - Access to Flare discounts across retail, utilities & lifestyle services - Fitness Passport for you and your family - Employee Assistance Program (EAP) & wellbeing support - Career development through internal mobility and secondments - Paid volunteer days and community impact initiatives - Leadership development programs and structured career pathways - Inclusive, flexible, and supportive workplace culture - Industry-recognised employer of choice awards and DE&I accreditation