Bilingual Call Center Agent

Bilingual Call Center Agent

Are you a compassionate individual who thrives in helping people in need? We are seeking a passionate and customer-focused Bilingual Call Center Agent to join our helpline team. This position is an opportunity to make a meaningful difference in the lives of individuals seeking critical support and assistance. The ideal candidate will be fluent in Spanish and represent our organization's mission of providing life-changing services to diverse communities.

Key Responsibilities

• Respond to a high volume of incoming calls on the organization's helpline with professionalism, empathy, and efficiency.
• Provide callers with accurate information about the nonprofit's services and other community resources available to assist in their unique circumstances.
• Conduct outbound follow-ups for ongoing support, program awareness, or case management as needed.
• Serve as a caring and compassionate resource to address emergency situations and de-escalate heightened emotions over the phone.
• Accurately document all interactions in the organization's CRM system or database to ensure seamless service delivery.
• Collaborate with team members and supervisors to provide feedback and suggest improvements to the helpline process.
• Uphold strict confidentiality guidelines and organizational policies when handling sensitive information.

Requirements