Bilingual Call Center Agent

Job Description

Job Description

We are looking for a Bilingual Spanish Call Center Agent to support a mission-driven non-profit organization serving the community. This contract-to-permanent opportunity is ideal for someone who brings empathy, strong attention to detail, and strong communication skills to every interaction. In this role, you will help connect individuals with appropriate information and support while contributing to a responsive, service-focused call center environment.

Responsibilities:

• Handle incoming calls and messages, assess each inquiry, and provide clear information, guidance, or referrals based on individual needs.

• Record client interactions thoroughly and in a timely manner within web-based platforms and customer tracking systems.

• Stay informed on current programs, community resources, and service offerings to ensure accurate assistance is provided.

• Work closely with colleagues and cross-functional teams to resolve concerns and deliver coordinated support.

• Maintain a detail-oriented and compassionate approach across phone, chat, and written communications.

• Use CRM, call center, and office software tools to manage requests efficiently and support daily operations.

• Assist with customer questions related to services, benefits, or billing while ensuring a high standard of accuracy and care.

• At least 1 year of experience in a call center, customer service, or client support environment.
• Associate’s degree preferred; additional post-secondary education combined with relevant experience will also be considered.
• Strong verbal and written communication skills with the ability to interact effectively with diverse populations.
• Proficiency with web-based applications, CRM systems, chat tools, and Microsoft Office programs such as Word, Excel, and PowerPoint.
• Familiarity with call center and customer support platforms, including tools such as Avaya CMS, is helpful.
• Background in non-profit services, public health, social work, psychology, sociology, criminology, or related fields is preferred.
• Bilingual English and Spanish communication skills are strongly preferred.