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. Citizen 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

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