Bilingual Call Center Representative

Location: Various Locations, NY Category: Professional Job Type: Full-time Posted On: Mon Aug 3 2026

Empire State University currently seeks a Bilingual Call Center Representative in our 1

Stop Student Services office. The Bilingual Call Center Representative is responsible for delivering outstanding customer service to prospective students, current students, alumni, faculty, and staff in both English and Spanish. As a member of the 1

Stop Student Services team, this position serves as a central resource for inquiries related to admissions, financial aid, registration, student accounts, and other university services. The representative manages a high volume of interactions across phone, email, live chat, and other communication channels, providing accurate information, resolving issues, and connecting customers with appropriate university resources when necessary. This position exists to ensure all constituents - particularly Spanish-speaking students and families - have equitable access to timely, knowledgeable, and compassionate support while contributing to the university's commitment to student success and exceptional service.

• Serve as the primary point of contact for prospective students, current students, alumni, faculty, staff, and the public by responding to a high volume of inquiries through telephone, email, live chat, and other communication channels in both English and Spanish.
• Provide accurate, timely, and professional information regarding admissions, financial aid, registration, billing, student accounts, academic policies, and other university services by utilizing university systems, knowledge bases, and established procedures.
• Resolve customer inquiries by researching issues, interpreting university policies and procedures, documenting interactions, and referring complex or specialized matters to the appropriate department when necessary to ensure timely resolution.
• Provide language assistance for Spanish-speaking students and families by interpreting and explaining university policies, procedures, and processes in both English and Spanish to ensure equitable access to university services.
• Maintain accurate records of customer interactions and complete required documentation using university systems while safeguarding confidential information in accordance with FERPA and other applicable policies.
• Meet established call center performance expectations, including adherence to work schedules, customer service standards, quality assurance requirements, productivity goals, and response time expectations while consistently demonstrating professionalism, empathy, and effective communication.
• Maintain current knowledge of university policies, procedures, academic programs, and technology systems through participation in required training and professional development activities.
• Participate in departmental meetings, special projects, cross-training opportunities, and continuous improvement initiatives to enhance service delivery, operational efficiency, and the overall customer experience.
• Assist with the training or mentoring of new staff members or student employees.

• Associate's degree from a regionally accredited US university or comparable non-US university.
• An equivalent combination of education and relevant customer service experience may be considered.
• A minimum of one (1) year of customer service experience, preferably in a call center, higher education, or other fast-paced service environment.
• Experience handling a high volume of customer interactions while maintaining accuracy and professionalism.
• Experience working with diverse populations and providing excellent customer service.
• Demonstrated fluency in both English and Spanish, including the ability to speak, read, write, and translate effectively.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service, active listening, and problem-solving abilities.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Proficiency with Microsoft Office applications and the ability to quickly…