Bilingual Customer Experience Specialist

Job Description

Job Description

We are looking for a Bilingual Spanish Customer Experience Specialist to support a mission-driven non-profit organization serving the community. This contract opportunity with permanent potential is ideal for someone who brings empathy, professionalism, and strong communication skills to every interaction. In this role, you will help connect individuals with important services, provide timely support through a high-volume contact environment, and contribute to a positive client experience.

Responsibilities:

• Handle incoming calls and inquiries with professionalism, offering clear guidance, support, and appropriate service direction based on each person’s needs.

• Record client conversations and outcomes thoroughly in web-based platforms to ensure accurate and timely case documentation.

• Stay informed on community programs, internal services, and referral options so information shared with clients remains current and reliable.

• Work closely with colleagues and partner teams to address concerns, coordinate follow-up, and support effective service delivery.

• Deliver a respectful and responsive customer experience across phone and digital communication channels.

• Use CRM, call center, and related software tools to manage interactions, track requests, and maintain organized records.

• Assist callers with questions related to benefits, billing, and general service access while maintaining confidentiality and accuracy.

• At least 1 year of experience in a call center, customer support, or client-facing service environment.
• Associate’s degree or higher preferred; additional post-secondary education combined with relevant experience will also be considered.
• Strong verbal and written communication skills with the ability to interact compassionately and professionally with diverse populations.
• Proficiency with web-based applications, CRM systems, chat tools, and Microsoft Office programs including Word, Excel, and PowerPoint.
• Experience handling inbound calls, documenting interactions, and navigating multiple computer systems efficiently.
• Background in non-profit services, public health, social work, psychology, sociology, criminology, or a related field is preferred.
• Bilingual fluency in Spanish and English is strongly preferred.
• Familiarity with tools such as Avaya CMS, Epic software, ADP-related platforms, or similar customer service technologies is a plus.