Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a bilingual Customer Service Representative to join a mission-driven non-profit organization in Lorain, Ohio. This on-site opportunity is a contract position with the potential to become permanent, designed for someone who brings strong customer support experience, sound judgment, and a compassionate approach when assisting community members. The person in this role will help applicants navigate services, manage required documentation, and keep records organized and secure while contributing to a responsive and well-organized office environment.

Responsibilities:

• Assist clients with the application process by explaining next steps, gathering required information, and ensuring submissions are completed accurately.

• Review documents for completeness and accuracy, follow up on missing items, and maintain records in accordance with agency guidelines and confidentiality standards.

• Respond to inbound questions by phone, in person, and through virtual interactions, providing clear and courteous service to applicants and community members.

• Conduct applicant interviews, coordinate appointment scheduling, and help keep daily workflows moving efficiently.

• Enter and update case or client information in internal systems with a high level of precision and attention to detail.

• Identify issues that may delay processing, communicate concerns promptly, and support timely resolution of client service matters.

• Perform general administrative support such as typing correspondence, handling mail, organizing files, and operating standard office equipment.

• Participate in training activities and follow established procedures to support consistent service delivery across the office.

• Previous experience in customer service, call center support, or a similar client-facing administrative role.
• Strong verbal and written communication skills with the ability to interact professionally and empathetically with diverse populations.
• Demonstrated accuracy in data entry, recordkeeping, and document review.
• Ability to protect confidential information and follow privacy-related procedures at all times.
• Comfortable managing inbound calls, appointment coordination, and multiple tasks in a fast-paced office setting.
• Proficiency with basic office technology and common administrative tools.
• Bilingual Spanish skills are welcomed but not required.