Bilingual Call Center Representative

The Bilingual Call Center Representative serves as the first point of contact for customers, providing excellent service in both English and Spanish. This role involves handling inbound and/or outbound calls, addressing customer inquiries, resolving issues, and documenting interactions accurately while maintaining professionalism and efficiency. Essential Duties and Responsibilities Answer inbound customer service calls and/or make outbound calls in English and Spanish Provide accurate information regarding products, services, policies, and procedures Resolve customer concerns, complaints, and inquiries in a timely and professional manner Document all customer interactions in the call center system accurately Escalate complex issues to supervisors or appropriate departments as needed Meet or exceed individual and team performance metrics (e.g., call quality, handle time, customer satisfaction) Maintain compliance with company policies, confidentiality standards, and regulatory requirements Follow call scripts and procedures while providing personalized customer service Participate in training, coaching, and quality improvement initiatives #westaffjobs