Bilingual Customer Service Specialist

Customer Service

The Fountain Group is currently seeking a Customer Service I professional for a prominent client in the medical device and healthcare technology industry.

Must be Spanish / English Bilingual

Position Details

• Job Title: Customer Service I
• Location: Lake Mary, FL 32746
• Work Arrangement: 100% Onsite
• Pay Rate: $20.00–$23.00/hour
• • Candidates meeting the minimum required skills and experience: $20.00/hour
  • Candidates with additional relevant skills and experience: Up to $23.00/hour
• Hours: 8:00 AM – 4:30 PM EST
• Duration: 1 year, with possibility of extension or conversion
• Start Date: ASAP following completion of required screening
• Interview Process: Phone screen and possible onsite interview

Position Overview

The Customer Service I Associate will work in a call center environment, receiving inbound calls from customers regarding supply orders and customer support for medical device products.

These products may include implantable or wearable medical devices used to monitor or treat conditions such as heart failure and neurological conditions.

The Associate will be responsible for maintaining accurate patient records, verifying account and product information, processing referrals and equipment requests, and communicating with customers and internal support teams.

Key Responsibilities

• Receive and respond to inbound customer calls regarding supply orders and medical device support.
• Maintain and update accurate patient records.
• Verify customer account information, product information, and related documentation.
• Communicate prescription revision requests to appropriate clinic support teams.
• Receive and process new referrals for out-of-warranty medical equipment.
• Facilitate equipment replacements and coordinate customer returns in accordance with applicable regulations, policies, and procedures.
• Schedule annual preventative maintenance appointments for patients.
• Coordinate customer returns and replacements while following current standards and established protocols.
• Ensure all activities comply with established guidelines for handling medical device equipment.
• Provide clear, professional, and empathetic communication to customers and internal teams.
• Maintain departmental productivity and quality standards.

Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of customer service experience required.
• 2–3 years of call center experience preferred.
• Associate degree or equivalent work history preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Strong computer proficiency, including Microsoft Office.
• Ability to navigate multiple computer systems, applications, and websites.
• Demonstrated sound judgment and problem-solving abilities.
• Ability to meet and maintain departmental KPIs.
• Spanish-speaking candidates required.
• Ability to work 100% onsite in Lake Mary, Florida.

Ideal Candidate

The ideal candidate will have customer service or call center experience and be comfortable working in a fast-paced environment where accuracy, communication, and attention to detail are critical. Experience supporting customers in a healthcare, medical device, or regulated environment is a plus.