Bilingual (English-Spanish) Call Center Representative

Job Title: Bilingual (English/Spanish) Call Center Representative Industry: Call Center/Non-profit Location (city, state): Tysons, VA (Hybrid role after training) Assignment Type: Contract-to-Hire (long-term contract with potential for conversion) Pay: $24.00 - $25.00 /hour (Estimated conversion salary: $50,000-$55,000) Benefits: This position is eligible for medical, dental, vision, and 401(k). Additional Details: Start Date: 1-2 Weeks' After Offer Training takes place onsite for 3-6 weeks (Monday-Friday), then transitions to a hybrid schedule of 2 days onsite/ 3 days remote. Standard schedule: Monday-Friday, 9:00am-6:00pm (1-hour unpaid lunch) Work Schedule: Full-time, Monday-Friday Onsite for initial training, then Hybrid after completion 9:00am-6:00pm with a 60-minute lunch About Our Client: Our client is a nationally recognized organization providing consumer assistance, education, and support services. Their programs help consumers navigate product and service issues while promoting fair business practices. They operate a high-volume contact center and offer structured training, growth opportunities, and a collaborative environment. Job Description: Addison Group is seeking a Bilingual (English/Spanish) Call Center Representative for our client. This role supports consumers by guiding them through the dispute resolution process, answering questions, and ensuring proper documentation is collected to move claims forward. This is an excellent opportunity for candidates with strong customer service backgrounds looking to advance within a structured, mission-driven environment. Key Responsibilities: Provide inbound phone and online support during core business hours, maintaining availability during assigned shifts. Walk consumers through the dispute resolution process, including program eligibility and claim submission steps. Assist consumers in understanding state-specific guidelines and general requirements. Follow up on pending documentation to ensure claims can be opened or advanced. Manage outreach tasks and special projects to support overall service level goals. Refer escalated concerns to leadership when required. Maintain professionalism, accuracy, and empathy in all consumer interactions. Qualifications: Bilingual proficiency in English and Spanish is required. 4+ years of progressive customer service experience in a web-based or call center environment. Bachelor's degree preferred. Experience using contact center platforms (e.g., RingCentral, Matterhorn, or similar systems). Background supporting large-scale or enterprise-level customer operations strongly preferred. Strong written and verbal communication skills. Comfortable working in a fast-paced, metrics-driven environment. Solid problem-solving abilities and customer-focused mindset. Ability to learn structured processes, scripts, and regulatory guidelines. Perks: Comprehensive training program with ongoing development opportunities. Pathway to advance into more complex case management responsibilities (Dispute Resolution Specialist II). Hybrid work flexibility after training. Supportive leadership and team-oriented workplace. Modern office environment with resources that support productivity and collaboration. 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. Addison Group