[Hiring] Bilingual Call Center Agent @Directors Choice

Role Description

As a Bilingual Call Center Agent, you serve as the critical first point of contact during life's most sensitive moments. On a daily basis, your core duties include:

• Inbound Call Handling and First Contact: Promptly answering high-volume, sensitive incoming calls from family members, hospital staff, hospice nurses, and funeral directors with exceptional empathy, active listening, and a calm, reassuring tone.
• Precise Intake and Data Entry: Gathering vital background details, caller context, and initial service requests, and then documenting them immediately into our software systems with flawless accuracy, attention to detail, and correct spelling and grammar.
• Urgent Message Routing and Dispatch: Evaluating call priority and executing emergency paging, message routing, or direct warm transfers to ensure critical information reaches the designated funeral director or call representative without delay.
• Bilingual Translation and Relay: Interacting seamlessly in both English and Spanish to ensure accurate translation, message relay, and equitable, compassionate service for diverse caller communities.
• Multi-System Navigation: Seamlessly managing active phone calls while simultaneously navigating multiple internal web applications, reference directories, and account-specific instructions to follow tailored procedures for hundreds of client accounts.
• Reliability and Teamwork: Maintain punctual attendance and consistent availability during scheduled shifts to ensure uninterrupted support for clients.

Qualifications

• Bilingual Proficiency: Fluent verbal and written communication in both English and Spanish, with the ability to provide clear translation and message relay.
• Exceptional Communication: Clear diction, professional phrasing, and strong written grammar/spelling.
• Empathy and Client-First Mindset: A warm, professional tone naturally suited for active listening and supporting individuals in sensitive situations.
• Tech Savvy: Fast, accurate typing skills and familiarity with Microsoft Windows applications and web-based platforms.
• Dependability: A proven record of accomplishment of reliable attendance, strong work ethic, and punctuality.

Requirements

• Equipment Provision: Candidates must use personal equipment meeting technical standards during the initial introductory period (90 days). Upon successful completion, company-issued hardware will be provided.
• Operating System: Windows 11 or higher with at least 1GB of free storage space. Apple/Mac products, Chromebooks, and tablets are not supported.
• Internet Connection: High-speed, direct-wired Ethernet connection (minimum 50 Mbps download/10 Mbps upload). Wi-Fi, cellular hotspots, satellite, DSL, or dial-up are not permitted.
• Audio Gear: A dedicated USB wired headset with a microphone.
• Display: Monitor resolution of at least 1600x900 and two monitors.

Benefits

• Employee Stock Ownership Plan (ESOP): Gain a real financial stake and share in our company's growth.
• Comprehensive Healthcare: Medical, Dental, and Vision coverage.
• Retirement Planning: 401(k) plan with competitive company matching contributions.
• Paid Time Off (PTO): Generous PTO to support your work-life balance.
• Paid Training and Ongoing Support: Thorough onboarding to set you up for success.
• Life and Legal Insurance: Employer-provided life insurance and specialized legal assistance benefits.