Bilingual (English-Spanish) Customer Service Specialist

Job Title: Bilngual (English/Spanish) Customer Service Representative

Industry: Consumer Services / Dispute Resolution

Location (city, state): McLean, VA

Assignment Type: Contract-to-Hire | Long-term contract assignment

Pay: $25.00 – $26.00 / hour

Work Schedule:

• Monday–Friday | 9:00 AM – 6:00 PM EST
• Hybrid schedule available after training completion (2 onsite days / 3 remote days)
• Initial training period of approximately 3–6 weeks will be fully onsite

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is partnering with a respected organization seeking bilingual customer service professionals to support its dispute resolution operations team. This organization provides consumer-focused services in a collaborative environment that promotes professional development and long-term career growth.

Job Description:

Our client is seeking a bilingual (English/Spanish) Customer Service Representative to support consumers through dispute and claims-related processes. This role will serve as a primary point of contact for inbound inquiries, assist with claim submissions, explain program procedures, and provide exceptional customer support throughout the process. Candidates must be comfortable working in a fast-paced contact center environment and demonstrate strong communication and problem-solving abilities.

Key Responsibilities:

• Manage inbound customer inquiries in a high-volume call center setting
• Assist customers with online and phone-based claim submissions
• Explain program requirements, processes, and next steps clearly and professionally
• Maintain detailed and accurate records within internal systems
• Escalate complex issues appropriately when needed
• Deliver empathetic, solution-oriented customer service in both English and Spanish
• Support operational initiatives and outreach projects as assigned
• Learn and apply industry-related policies and procedures

Qualifications:

• Bilingual in English and Spanish required
• Bachelor’s degree required
• Minimum 4 years of progressive customer service experience in a call center or contact center environment
• Experience with CRM/contact center software such as RingCentral or similar systems
• Prior Fortune 500 or enterprise-level customer support experience preferred
• Excellent verbal and written communication skills
• Strong multitasking, organizational, and problem-solving abilities
• Comfortable using web-based customer support platforms
• Demonstrated career growth within prior customer service positions 

Additional Details:

• Structured onboarding and training provided
• Long-term contract with potential for permanent conversion based on performance
• Opportunity for advancement into higher-level dispute resolution and case management responsibilities
• Collaborative and team-oriented work environment
• Video interview process with leadership team

Perks:

• Hybrid work flexibility after training
• Career advancement opportunities
• Professional development and mentorship
• Supportive team culture
• Exposure to dispute resolution and case management operations

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.