Remote Contact Center – Temp CSR (Full-time)

Miami, FL

Full Time

Entry Level

This temporary position does not guarantee conversion to permanent employment. Conversion decisions are based on performance, attendance, and business needs.

Temporary employees are not eligible for company benefits during the temp period
If converted to a permanent role, benefits eligibility will be determined based on employment status and company policy
This role begins as a temporary assignment
Performance will be evaluated at 30, 60, and 90 days
Based on performance, attendance, and business needs, employees may be considered for conversion to a permanent role
Conversion, if offered, may be to either part-time or full-time status, depending on operational needs
Conversion is not guaranteed

Pay rate: starting at $16.50 per hour

Start date: February 02, 2026
Training Schedules: 8:00AM - 4:30PM Est Monday - Friday.
Potential production shift between the hours of: 08:00AM - 6:00PM Est

JOB SUMMARY:
An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to the
Members of our health plan partners address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills, empathy, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members.

DUTIES & RESPONSIBILITIES:

Assist inbound inquiries from health plan members and representatives, regarding the
transportation services offered through our health plan partners.
Actively listen and respond quickly and professionally to all customer calls.
Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour and Customer Satisfaction after call survey.
Follows all HIPAA and compliance protocols to ensure the protection of all members protected health information (PHI).
Escalates transportation and customer service concerns to contact center leadership team.
Complete Alivi’s New Hire Training program, in which participants are expected to obtain an
80% final assessment passing score.
Complete and sign all compliance courses.

REQUIREMENTS & QUALIFICATIONS:

Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
Must be able to sit for 8 hours or more a day.
Must be able to wear a headset for a minimum of 8 hours a day.
Excellent written, communication and data entry skills.
Moderate experience in Microsoft Teams, Outlook, and Word.
CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s.
CSRs are required to be on camera during all training and meeting sessions
Must be able to adapt to high and a fast-paced call volume.
CSR’s must comply to attendance and punctuality expectations (PTO Policy).
CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps
Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members)
Fully bilingual: English/Spanish only.
BYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listed.

COMPETENCIES:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats
others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Adaptability - Adapts to changes in the work environment; Manages competing demands.
Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

HOW WE BEHAVE: OUR CORE VALUES:

Collaborative - We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions.
Entrepreneurial – We are personally committed, and hunger for Alivi’s success; We show passion and do more with what we have; We don’t give up, and always find ways to get the job done.
Dynamic – We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projects.

As part of our candidate selection process, we ask you to complete a cultural fit assessment (link below)

https://take.webava.com/assessment/ava/Alivi-AVA-Completion

KEY PERFORMANCE INDICATORS:

KPI	Goal	Description
Customer Satisfaction Score (CSAT)	≥ 95%	Measures customer satisfaction from post call surveys.
Calls Per Hour (CPH)	≥ 8.5	Average number of calls handled by the agent per hour logged in
Average Handle Time (AHT)	Within 5 minutes	Total time spent per customer interaction (talk + hold + wrap-up).
Occupancy %	≥ 80%	Percentage of time agent was servicing calls and/or available to service calls
Call Quality Score	≥ 95%	Based on QA reviews for professionalism, accuracy, and adherence to script.
Adherence to Schedule	≥ 92%	Measures how well agents follow their assigned shifts and breaks.
Attendance Rate	≥ 98%	Tracks presence and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month point system.

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Are you authorized to work in the US?*

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?*

Are you willing to undergo a background check, in accordance with local law/regulations?*

Are you fully bilingual in English and Spanish?*

Do you have 6-12 months of Call Center experience in metrics or performance goals?*

Our training program spans three weeks, including a 30-minute lunch break each day. Please note that the training schedule may differ from the regular schedule post-training. Are you able to accommodate this potential difference in schedules with flexibility?*

Can you adhere to the potential production shift between the hours of 8:00AM - 6:00PM EST?*

This position requires you to have your own device "BYOD". Do you have your own device to perform the required job duties?
Attn: Our systems are NOT compatible with any Apple devices or Google Chrome Books.*

Have you completed the AVA assessment? link for the assessment is included on the post.*

This position begins as a temporary assignment. Are you willing and able to accept a temporary role?*

Do you understand that temporary employees are not eligible for company benefits during the temporary period?*

Do you acknowledge that conversion to a permanent role is not guaranteed?*

If offered conversion, are you open to either part-time or full-time status based on business needs?*

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Remote Contact Center – Temp CSR (Full-time)

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