Bilingual Call Center Agent

Call Center Analysts Job Description

This is a full-time contract position for a bilingual (fluent in Spanish and English) Call Center Analyst. The role requires Security Personal Identity Verification (PIV) clearance. The primary responsibilities include managing a high volume of inbound and outbound calls and emails in a timely manner, conducting address research, locating client information, and maintaining a comprehensive record of all conversations in the call center database. The working hours are Monday through Friday from 8:30 AM to 5:00 PM EST, excluding Federal holidays.

Minimum Requirements:

• At least 2 years of professional experience in a Customer Service/Call Center environment
• Ability to handle both outbound and inbound calls proficiently
• Fluency in both Spanish and English (reading, writing, and speaking)
• Strong oral and written communication skills
• Proficient and professional telephone etiquette
• Capability to respond to client inquiries and follow up on customer calls
• Ability to identify and escalate priority issues
• Proficiency in Microsoft and Adobe software
• Successful completion of a background check/government clearance
• Extensive experience in a high-volume call center environment
• High school diploma or higher
• Basic experience in skip trace
• Experience using a soft phone
  
  

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