Bilingual Call Center Agent

This is a fully remote position, open to applicants in Texas.

📋 Description

• Respond to a high volume of sensitive incoming calls from family members, hospital staff, hospice nurses, and funeral directors.

• Collect essential background information, caller context, and initial service requests.

• Accurately document intake information in software systems immediately.

• Assess call prioritization and implement emergency paging, message routing, or direct warm transfers.

• Offer bilingual translation and message relay services in both English and Spanish.

• Handle active phone calls while simultaneously navigating various internal web applications, reference directories, and client-specific instructions.

• Adhere to customized procedures for hundreds of client accounts.

• Ensure reliable attendance and consistent availability during scheduled shifts.

⛳️ Requirements

• Proficient in verbal and written communication in both English and Spanish.

• Capable of providing clear translation and message relay.

• Possess clear diction, professional phrasing, and strong written grammar and spelling.

• Maintain a warm, professional tone suited for active listening and assisting individuals in sensitive situations.

• Demonstrate fast and accurate typing skills.

• Familiarity with Microsoft Windows applications and web-based platforms is essential.

• Proven track record of reliable attendance, a strong work ethic, and punctuality.

• Must be a resident of Texas.

• Required to use personal equipment that meets technical standards during the initial 90-day introductory period.

• Must have Windows 11 or higher with at least 1GB of free storage space.

• High-speed, direct-wired Ethernet connection with a minimum of 50 Mbps download and 10 Mbps upload is required.

• A dedicated USB wired headset with a microphone is necessary.

• Monitor resolution must be at least 1600x900 with two monitors.

• Apple/Mac products, Chromebooks, tablets, Wi-Fi, cellular hotspots, satellite, DSL, and dial-up connections are not supported or permitted.

🏝️ Benefits

• 401k plan.

• Dental Insurance.

• Health Insurance.

• Vision Insurance.

• Paid Time Off.

• Employee Stock Ownership Plan (ESOP).

• 401(k) plan with competitive company matching contributions.

• Paid Training and Ongoing Support.

• Employer-provided life insurance.

• Specialized legal assistance benefits.

• Company-issued hardware provided after successful completion of the initial 90-day introductory period.