Customer Experience Specialist (Bilingual Spanish)

Job Description

Job Description

Position Overview

A well-established nonprofit organization is seeking a Bilingual Spanish Customer Service Representative to join its team. This position is ideal for someone who enjoys helping others, building relationships, and providing compassionate and professional customer service in a mission-driven environment.

The Customer Service Representative will serve as a primary point of contact for clients, community members, and internal teams, assisting with questions, providing information, resolving issues, and ensuring a positive experience. The ideal candidate is fluent in English and Spanish , highly dependable, empathetic, and comfortable working with individuals from diverse backgrounds.

After successfully completing the first six months in the role, this position will transition to a hybrid schedule with three remote days and two onsite days per week.



Key Responsibilities

• Provide professional, friendly, and compassionate customer service to clients and community members by phone, email, and in person.
• Communicate with Spanish- and English-speaking individuals regarding programs, services, appointments, applications, and general inquiries.
• Respond to customer questions and concerns, providing accurate information and resolving issues in a timely manner.
• Assist individuals with completing forms, applications, registrations, and other required documentation.
• Maintain accurate and up-to-date customer records and documentation.
• Enter and update information in internal databases and systems with a high level of accuracy.
• Follow up with customers regarding outstanding information, requests, or next steps.
• Collaborate with internal departments and community partners to ensure customer needs are addressed.
• Handle sensitive or confidential information with professionalism and discretion.
• Help identify recurring customer concerns and communicate trends or issues to management.
• Support general administrative tasks and special projects as needed.
• Provide exceptional service while representing the organization's mission and values.

Qualifications

• Fluent in English and Spanish , both written and verbal.
• 1+ year of customer service, call center, administrative, community services, or related experience preferred.
• Strong communication and interpersonal skills with the ability to interact effectively with individuals from diverse backgrounds.
• Compassionate, patient, and service-oriented approach.
• Strong attention to detail and organizational skills.
• Comfortable handling confidential and sensitive information.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Experience working with databases, CRM systems, or case management software is a plus.
• Strong attendance and reliability are essential.

What You'll Enjoy

• Mission-driven nonprofit environment where your work directly supports the community.
• Opportunity to build meaningful relationships with clients and community members.
• Hybrid work schedule after the first six months: 3 days remote / 2 days onsite.
• Collaborative and supportive team environment.
• Opportunity for long-term growth and potential permanent employment.