Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a compassionate Bilingual Spanish Customer Service Representative to join a mission-driven non-profit team in California. This contract opportunity is ideal for someone who enjoys guiding people to helpful services, resolving inquiries with care, and creating positive experiences through every interaction. In this role, you will serve as a key point of contact for community members, maintain accurate records in digital platforms, and support a high standard of responsive service in a fast-paced call center environment.

Responsibilities:

• Manage incoming calls and messages, assess each request, and provide clear guidance, support, or appropriate community resource referrals.

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

• Stay informed on programs, eligibility details, and available support options so information shared with clients remains current and reliable.

• Partner with colleagues and internal departments to coordinate next steps and help resolve client needs efficiently.

• Deliver attentive, empathetic service across phone and digital communication channels while maintaining service quality standards.

• Use CRM, call center, and related computer applications to track interactions, update records, and support daily workflow needs.

• Assist with questions related to services, benefits, billing, or general support by identifying the most effective response or escalation path.

• At least 1 year of experience in a call center, customer support, or high-volume service environment.
• Associate’s degree preferred; additional education beyond high school combined with relevant experience will also be considered.
• Strong verbal and written communication skills with the ability to interact professionally and empathetically with diverse populations.
• Experience working with web-based platforms, CRM systems, and common business software such as Microsoft Word, Excel, and PowerPoint.
• Ability to manage inbound inquiries accurately while maintaining organized documentation and attention to detail.
• Background in public health, social services, 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, and other customer service or benefits-related applications is a plus.