Bilingual Customer Service Representative

Job Description

Job Description

We are looking for a compassionate Bilingual Customer Service Representative to join a mission-driven non-profit team in San Diego, California. This contract opportunity with potential for a permanent role is ideal for someone who values meaningful community impact and enjoys helping people access important services through a fast-paced call center environment. In this role, you will serve as a trusted first point of contact, providing clear guidance, thoughtful support, and accurate documentation for every interaction. The position offers the chance to build your customer service career while contributing to an organization focused on strengthening lives and communities.

Responsibilities:

• Handle incoming calls and messages with professionalism, identifying each caller’s needs and offering accurate information, support, or appropriate community referrals.

• Record client conversations and service details in web-based platforms promptly and thoroughly to maintain reliable case information.

• Stay informed about programs, eligibility guidelines, and available resources so you can provide current and helpful direction to clients.

• Work closely with colleagues and partner teams to coordinate solutions and help resolve client concerns efficiently.

• Deliver respectful, empathetic service across phone and digital channels while maintaining strong quality standards in every interaction.

• Use call center and customer management tools to track inquiries, monitor follow-up needs, and support a smooth client experience.

• At least 1 year of experience in a call center, customer support, or high-volume service environment.
• Additional education beyond high school is preferred; an associate degree or higher is a plus, though equivalent experience will be considered.
• Strong verbal and written communication skills with the ability to interact clearly and compassionately with diverse populations.
• Proficiency with web-based applications, CRM systems, chat tools, and Microsoft Office programs such as Word, Excel, and PowerPoint.
• Ability to manage inbound calls, document information accurately, and navigate multiple computer systems at the same time.
• Experience or academic exposure 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, billing or benefits-related functions, and customer assistance platforms is beneficial.