Bilingual Customer Experience Specialist

We are looking for a compassionate Bilingual Customer Experience Specialist to support a mission-driven non-profit organization in San Diego, California. This contract opportunity with permanent potential is ideal for someone who thrives in a fast-paced service environment and is committed to helping individuals access critical community resources. In this role, you will serve as a key point of contact for incoming inquiries while delivering thoughtful, accurate, and respectful assistance. You will work closely with internal partners to ensure each interaction reflects a high standard of care and strong service.

Responsibilities:

• Handle incoming calls and inquiries, assess each request, and provide clear guidance, support, or referrals based on individual needs.

• Record customer conversations and service outcomes in web-based platforms with accuracy and timely follow-through.

• Stay informed on programs, services, and community resources in order to share relevant and current information with clients.

• Partner with internal departments to coordinate solutions and help resolve issues efficiently.

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

• Use customer service and CRM tools to manage interactions, track activity, and support consistent service delivery.

• Assist with questions related to benefits, billing, and general service navigation as needed.

• Contribute to a positive team environment by supporting daily call center operations and maintaining dependable responsiveness.

Qualifications:

• Bilingual fluency in Spanish and English is required

• At least 1 year of experience in a call center, customer support, or high-volume service environment.

• Associate’s degree preferred; comparable post-secondary education and relevant work experience will also be considered.

• Strong verbal and written communication skills with the ability to interact professionally and compassionately.

• Proficiency with web-based applications, chat tools, Microsoft Word, Excel, and PowerPoint.

• Experience using customer service platforms or related systems such as CRM tools, Salesforce, Avaya CMS, Epic, or similar applications is valuable.

• Background in public health, social services, psychology, sociology, criminology, or a related field is preferred.

• Ability to manage inbound calls, document details accurately, and navigate multiple computer systems efficiently.

Compensation

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