<p>We are looking for a Bilingual Call Center Specialist to support the mission of a non-profit organization by handling inbound and outbound phone interactions with professionalism, empathy, and cultural sensitivity. This role requires fluency in English and Spanish to effectively engage with individuals from diverse backgrounds, ensuring callers receive information, resources, and support to meet their needs. The Specialist is also responsible for accurate data entry, resource referrals, and collaborating closely with team members to uphold the priorities and values of the non-profit.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ol><li><strong>Call Handling:</strong></li></ol><ul><li>Provide exemplary customer service to all callers by addressing inquiries, offering resources, and connecting individuals to appropriate organizational services via phone.</li><li>Maintain professionalism and empathy when dealing with sensitive situations, including crisis calls or emotional interactions.</li><li>Ensure clear and effective communication in both languages to serve diverse clients effectively.</li></ul><ol><li><strong>Outreach and Resource Coordination:</strong></li></ol><ul><li>Make outbound calls to follow up on requests and share updates about available programs or services.</li><li>Refer callers to internal non-profit programs or trusted external community resources as appropriate.</li></ul><ol><li><strong>Data Management and Confidentiality:</strong></li></ol><ul><li>Accurately document all calls, inquiries, and case notes into the organization's CRM system or database.</li><li>Protect sensitive client information and adhere to all privacy and confidentiality policies.</li></ul><ol><li><strong>Language Translation and Support:</strong></li></ol><ul><li>Translate verbal and written materials as needed to support callers or facilitate internal communication.</li><li>Assist colleagues and teammates in bridging communication gaps with non-English-speaking clients.</li></ul><ol><li><strong>Mission and Community Support:</strong></li></ol><ul><li>Represent the organization with professionalism, passion, and commitment to its mission and values.</li><li>Participate in training sessions to remain informed about the non-profit’s services, policies, and updates.</li><li>Foster collaborative relationships with team members to deliver cohesive and impactful service.</li></ul><p><br></p>

<ul><li><strong>Bilingual Fluency:</strong></li><li>Proficiency in English and Spanish, both spoken and written, to effectively communicate with multilingual callers.</li><li><strong>Customer Service Excellence:</strong></li><li>Demonstrated ability to interact compassionately with individuals from diverse socioeconomic and cultural backgrounds.</li><li>Strong active listening, de-escalation, and problem-solving skills.</li><li><strong>Technical Proficiency:</strong></li><li>Familiarity with call center technology, CRM systems (e.g., Salesforce), and basic office applications (e.g., Microsoft Office Suite).</li><li><strong>Non-Profit Experience (Preferred):</strong></li><li>Previous experience working in a non-profit or social service environment.</li><li>Understanding of community resources, outreach principles, and advocacy.</li><li><strong>Flexibility and Professionalism:</strong></li><li>Ability to manage high call volumes, adapt to shifting priorities, and maintain a positive attitude in fast-paced environments.</li><li>Punctual, reliable, and organized in completing tasks.</li></ul><p><br></p>

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