Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a compassionate Customer Service Representative/Helpline Counselor to support individuals who may be experiencing emotional distress and urgent personal challenges in Miami, Florida. This Long-term Contract position is well suited for someone with a background in behavioral health, psychology, or a related medical field who can communicate with empathy and professionalism. The role focuses on delivering thoughtful assistance, gathering accurate information, and helping connect callers with appropriate support while maintaining composure in sensitive situations.

Responsibilities:

• Respond to inbound calls from individuals seeking support, using active listening and a calm, respectful approach throughout each interaction.

• Communicate clearly in both Creole and English to assist callers effectively and reduce barriers to care or guidance.

• Document call details, service needs, and relevant outcomes with accuracy to support proper follow-up and recordkeeping.

• Provide crisis-focused customer support by assessing immediate concerns and directing individuals to appropriate resources or next steps.

• Handle emotionally sensitive conversations with discretion, empathy, and sound judgment in high-pressure situations.

• Coordinate with internal teams or partner services when additional assistance, escalation, or continuity of care is needed.

• Complete training related to suicide prevention, crisis response, and supportive intervention methods as required for the position.

• Support day-to-day contact center operations by maintaining service standards, managing call volume, and performing related data entry tasks.

• Fluency in both Creole and English is required for this role.

• Bachelor’s degree in Psychology, Behavioral Health, or a related medical field is required.

• At least 2 years of experience in behavioral health, mental health support, crisis response, helpline services, case management, or patient support is required.

• Strong verbal communication and interpersonal skills with the ability to build trust quickly over the phone.

• Ability to stay composed, empathetic, and detail-oriented when managing urgent or emotionally charged conversations.

• Willingness to complete training in suicide prevention and crisis intervention techniques.

• Experience in a call center environment, data entry, or multilingual customer support is beneficial.

• Spanish language or translation skills are considered an asset.