Bilingual Customer Experience Specialist

We are looking for a compassionate Bilingual Customer Experience Specialist to join a mission-driven non-profit organization serving the community. This contract opportunity is ideal for someone who thrives in a high-volume call center setting and is motivated by helping individuals access important services and support. In this role, you will serve as a key point of contact for inbound inquiries, deliver accurate guidance, and help ensure each interaction reflects empathy and care.

Responsibilities:

• Handle incoming calls and respond to questions by providing clear information, appropriate referrals, and timely assistance based on individual needs.

• Record client interactions thoroughly and promptly within web-based platforms and CRM systems to maintain accurate case details and service history.

• Stay informed on community programs, organizational offerings, and available resources so guidance provided remains current and reliable.

• Work closely with internal departments and support teams to coordinate solutions and help resolve client concerns effectively.

• Deliver a respectful and service-focused experience across phone and digital communication channels.

• Use call center and business systems such as Avaya CMS, Epic, and other computer-based tools to manage inquiries and track activity.

• Assist with customer issues related to benefits, billing, and general service questions while maintaining attention to detail and accuracy.

Qualifications:

• At least 1 year of experience in customer support, call center operations, or a similar client-facing environment.
• Continued education beyond high school, an associate degree, or equivalent relevant experience is preferred.
• Strong verbal and written communication skills with the ability to engage effectively and empathetically with diverse populations.
• Proficiency with web-based applications, CRM platforms, and Microsoft Office tools including Word, Excel, and PowerPoint.
• Experience handling inbound calls and documenting information accurately in multiple systems.
• Background exposure to public health, social services, psychology, sociology, criminology, or a related field is preferred.
• Bilingual fluency in Spanish and English is strongly preferred.

Compensation

$19.00-$21.00 Hourly

About Us

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