Bilingual Spanish Customer Experience Specialist

Bilingual Spanish Customer Experience Specialist

We are looking for a dedicated and compassionate 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 connecting individuals to essential services and resources. This is a contract to permanent position, offering the opportunity to make a meaningful impact while advancing your career.

Responsibilities:

• Handle incoming inquiries from clients and provide accurate information, referrals, or assistance tailored to their needs.
• Document all client interactions promptly and accurately in web-based systems.
• Stay informed about available services, resources, and organizational updates to provide reliable support.
• Collaborate with internal teams to ensure seamless service delivery and resolution of client issues.
• Maintain an attentive and empathetic tone in all communications to uphold high standards of customer service.
• Utilize CRM tools and other software platforms effectively to manage client data and interactions.
• Assist clients with billing inquiries, benefit functions, and other service-related matters.
• Leverage expertise in software such as Epic, Avaya CMS, and ADP Financial Services to enhance operational efficiency.
• Support clients across multiple communication channels, including inbound calls and online chat platforms.
• Contribute to team goals and participate in continuous improvement initiatives to optimize the customer experience.

Requirements:

• Associate's degree or higher preferred; equivalent experience and education beyond high school will be considered.
• Minimum of 1–2 years of experience in a call center or customer service environment.
• Background in social sciences such as public health, social work, psychology, sociology, or criminology is preferred.
• Strong verbal and written communication skills in both Spanish and English.
• Proficiency in web-based systems, CRM tools, and software such as Word, Excel, and PowerPoint.
• Experience with platforms such as Epic Software, Avaya CMS, and ADP Financial Services is highly desirable.
• Ability to assist customers effectively with billing, benefits, and inquiries.
• High level of organization and attention to detail in documenting client interactions and managing data.