Call Center Representative - (Bilingual)

Call Center Representative - Spanish Speaking

DC - Washington, DC 20010

Overview

Salary Range $20.00 - $20.00 Hourly Position Type Contractor Job Shift Day Education Level None Category Customer Service

Customer Service Representative

DC SUN Bucks is the District's summer nutrition benefit program that is operated by ESA. The program provides a one-time food benefit to families with school aged- children during the summer months. The program is designed to help households offset additional food costs when school meals are not available. Eligible families will automatically receive these food benefits based on their student's school enrollment and participation in qualifying programs, with an application available for households not eligible through current benefit receipt.

Provide accurate, timely, and empathetic customer support to households seeking information about SUN Bucks (Summer EBT) and related benefits.

The Customer Service Representative (CSR) serves as the primary point of contact for individuals navigating migration or relocation processes. This role is responsible for providing accurate information, guiding clients through service offerings, and ensuring a smooth, supportive customer experience from initial inquiry through case completion.

The ideal candidate combines strong communication skills with empathy, attention to detail, and the ability to manage complex or sensitive client needs.

Key Responsibilities

• Respond to customer inquiries via phone, email, and online platforms in a timely and professional manner
• Provide clear, accurate information regarding migration services, processes, requirements, and timelines
• Guide clients through service options and next steps, ensuring understanding of documentation and procedures
• Maintain detailed and accurate customer records in CRM or case management systems
• Coordinate with internal teams (e.g., case managers, legal advisors, operations) to support client needs
• Monitor case progress and proactively follow up with clients on status updates
• Resolve customer concerns or escalate issues appropriately to ensure timely resolution
• Ensure compliance with organizational policies, data privacy standards, and relevant regulations
• Support onboarding of new clients, including intake, documentation collection, and service orientation
• Identify opportunities to improve customer experience and provide feedback to management

Core Competencies

• Customer-focused mindset
• Empathy and cultural sensitivity
• Problem-solving and conflict resolution
• Time management and adaptability
• Team collaboration

Work Environment

• Call center, In-office

Qualifications

Required Qualifications

• Must be fluent in Spanish
• High school diploma or equivalent
• 13 years of customer service experience, preferably in migration, relocation, legal, or social services
• Strong verbal and written communication skills
• Ability to handle sensitive information with professionalism and confidentiality
• Proficiency in Microsoft Office and CRM systems
• Strong organizational skills and attention to detail
• Ability to manage multiple tasks and prioritize in a fast-paced environment

Preferred Qualifications

• Experience working with immigration or migration services
• Multilingual abilities (highly desirable)
• Familiarity with government processes, documentation requirements, or case management systems
• Experience supporting diverse or vulnerable populations