Bilingual Call Center Specialist

Our client, a mission-driven nonprofit organization, is seeking a compassionate and customer-focused Bilingual Call Center Specialist (Spanish/English) to join their team. In this role, you will serve as the first point of contact for individuals seeking information, resources, and support. The ideal candidate is fluent in both English and Spanish, possesses excellent communication skills, and is passionate about making a positive impact within the community.

Key Responsibilities

• Answer a high volume of inbound calls from English- and Spanish-speaking clients in a professional, courteous, and empathetic manner.
• Provide information about the organization's programs, services, and community resources.
• Assess caller needs and connect individuals with the appropriate services or departments.
• Accurately document all interactions in the organization's database or CRM system.
• Follow up with clients to ensure questions and requests have been resolved.
• Maintain confidentiality while handling sensitive client information.
• Collaborate with internal teams to ensure timely and effective service delivery.
• Meet established call quality, productivity, and customer service goals.
• Assist with administrative tasks, data entry, and special projects as needed.
• Support the organization's mission by delivering exceptional service to every caller.

Qualifications:

• High school diploma or equivalent required.
• 1+ years of experience in a call center, customer service, or client support role preferred.
• Fluency in English and Spanish (written and verbal) is required.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and a compassionate, service-oriented approach.
• Proficiency in Microsoft Office Suite and experience using CRM or case management systems.
• Ability to multitask and remain organized in a fast-paced environment.
• Strong attention to detail and accurate data entry skills.

Preferred Qualifications

• Previous experience working in a nonprofit, healthcare, social services, or community outreach environment.
• Experience handling sensitive or confidential information.
• Knowledge of community resources and social service programs is a plus.

Compensation

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