Customer Experience Specialist; Bilingual Spanish

Bilingual Spanish Customer Service Representative

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.