Bilingual Spanish Customer Experience Specialist

Bilingual Spanish Customer Experience Specialist

We are looking for a compassionate and attentive Bilingual Spanish Customer Experience Specialist to join our team in San Diego, California. As part of a mission-driven non-profit organization, you will play a vital role in providing essential support and resources to individuals in need. This is a contract to permanent position, offering you the opportunity to grow within a collaborative and impactful environment. This role has the opportunity for hybrid work (3 days remote, 2 days in office) after the first 6 months.

Responsibilities:

• Handle incoming calls and inquiries, providing accurate information, referrals, and assistance to clients.
• Record all communications promptly and thoroughly in web-based systems to ensure accurate documentation.
• Stay informed about available services, resources, and updates to provide effective support.
• Collaborate with internal teams to address client needs and ensure seamless service delivery.
• Deliver exceptional customer service in every interaction, maintaining a meticulous and empathetic approach.
• Operate and navigate various software systems, including CRM platforms and chat tools, to manage client interactions.
• Assist clients with billing, benefit-related questions, and other specific inquiries.
• Utilize tools like Avaya CMS and Epic Software to monitor and manage call center operations effectively.
• Contribute to the continuous improvement of customer service practices and team collaboration.

Requirements:

• At least 1 year of experience in a call center or customer service environment.
• Background in social sciences, public health, or related fields is advantageous.
• Strong verbal and written communication skills, with an ability to convey information clearly and empathetically.
• Proficiency in web-based systems, CRM tools, and Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to multitask and troubleshoot in a fast-paced environment.
• Bilingual proficiency in Spanish and English is highly preferred.
• Familiarity with systems such as Avaya CMS, Epic Software, and other call center tools is a plus.