Bilingual Call Center Representative (English/Spanish)

Call Center Representative (Bilingual English/Spanish) Join a fast-growing national financial services organization PHP Agency Fountain Place | Downtown Dallas, TX Looking for more than just another call center job? At PHP Agency, you'll be the voice of a nationally recognized financial services organization, supporting agents across the country. We're looking for energetic, service-minded professionals who thrive in a fast-paced environment and bring professionalism, accuracy, and care to every interaction. Located in the iconic Fountain Place skyscraper in the heart of Downtown Dallas, our team enjoys a modern, collaborative workplace with exceptional commuter benefits, including: Paid onsite garage parking Fully subsidized DART rail access Convenient access via Akard Station and St. Paul Station just steps from the office Why PHP Agency? Founded in 2009, PHP Agency is one of the nation's fastest-growing financial marketing organizations, with more than 27,000 licensed agents across 49 states and Puerto Rico. Our agents have helped educate and serve over 450,000 American families with financial protection and retirement solutions. As a proud member of the Integrity Family of Companies, we're committed to innovation, growth, and delivering exceptional customer experiences. What You'll Do As a Contact Center Representative, you'll serve as a primary point of contact for PHP agents, managing high-volume inbound and outbound calls, emails, chats, and transfers. You'll provide accurate, timely support across insurance-related inquiries, navigate multiple systems and carrier websites, and partner with internal teams to deliver a seamless customer experience. Key Responsibilities Respond to agent and customer inquiries accurately, professionally, and efficiently across phone, email, chat, and transfer channels. Deliver exceptional service by using active listening, empathy, and sound judgment to resolve questions and concerns. Assist with account inquiries, website navigation, product information, service needs, and other insurance-related support requests. Research and document interactions accurately while maintaining updated customer and account information. Use internal systems and carrier websites to research information, troubleshoot issues, and provide timely resolutions. Communicate company updates, product and service information, and policy changes clearly and consistently. Collaborate with New Business, Commissions, Annuities, and other internal teams to identify solutions and support a seamless customer experience. Support team training, onboarding, and continuous improvement efforts as needed. What Makes You a Great Fit We're looking for professionals who genuinely enjoy helping others and can confidently manage multiple priorities in a dynamic environment. Required Qualifications Bilingual fluency in English and Spanish Exceptional verbal and written communication skills Strong listening skills and a customer-first mindset Ability to build trust and rapport quickly Professional, patient, and empathetic approach Strong organizational and time-management abilities Ability to adapt and thrive in a fast-paced setting Comfortable learning new technologies and systems 12 years of experience in a call center environment or working with multi-line phone systems Strong troubleshooting and problem-solving skills Previous experience in customer service, contact center support, financial services, or insurance is a plus What You'll Love About Working Here Professional office environment in a premier Downtown Dallas location Paid onsite parking or fully covered DART access Opportunities to grow within a rapidly expanding national company Collaborative team culture that values service, accountability, and innovation A high-energy Contact Center environment where no two days are the same and your work directly supports agents across the country. Hands-on exposure to insurance operations, carrier processes, commissions, new business, and annuitiesbuilding valuable knowledge across the organization. A supportive team that values collaboration, problem-solving, and helping each other deliver excellent service. The opportunity to build confidence, strengthen communication skills, and grow in a role that keeps you connected to the heart of the agent experience. The opportunity to make a meaningful impact every day Ready to Bring Your Customer Service Skills to PHP Agency? If you're a bilingual customer service professional who enjoys solving problems, supporting others, and working in a fast-paced team environment, we'd like to meet you. Apply today to join the PHP Agency team.