Bilingual; English-Spanish Call Center Representative

Job Title

Bilingual (English/Spanish) Call Center Representative

Tysons, VA (Hybrid role after training)

Contract‑to‑Hire (long‑term contract with potential for conversion)

$24.00–$25.00 /hour (Estimated conversion salary: $50,000–$55,000)

Eligible for medical, dental, vision, and 401(k)

Full‑time, Monday‑Friday 9:00 am‑6:00 pm (1‑hour unpaid lunch). On‑site training for 3–6 weeks, then hybrid schedule of 2 days on‑site/3 days remote.

Nationally recognized organization providing consumer assistance, education, and support services. Operates a high‑volume contact center and offers structured training, growth opportunities, and a collaborative environment.

Addison Group seeks a Bilingual (English/Spanish) Call Center Representative to support consumers through the dispute resolution process, answer questions, and ensure proper documentation is collected to move claims forward.

• Provide inbound phone and online support during core business hours, maintaining availability during assigned shifts.
• Walk consumers through the dispute resolution process, including program eligibility and claim submission steps.
• Assist consumers in understanding state‑specific guidelines and general requirements.
• Follow up on pending documentation to ensure claims can be opened or advanced.
• Manage outreach tasks and special projects to support overall service level goals.
• Refer escalated concerns to leadership when required.
• Maintain professionalism, accuracy, and empathy in all consumer interactions.

• Bilingual proficiency in English and Spanish is required.
• 4+ years of progressive customer service experience in a web‑based or call center environment.
• Bachelor’s degree preferred.
• Experience using contact center platforms (e.g., Ring Central, Matterhorn, or similar systems).
• Background supporting large‑scale or enterprise‑level customer operations strongly preferred.
• Strong written and verbal communication skills.
• Comfortable working in a fast‑paced, metrics‑driven environment.
• Solid problem‑solving abilities and customer‑focused mindset.
• Ability to learn structured processes, scripts, and regulatory guidelines.

• Comprehensive training program with ongoing development opportunities.
• Pathway to advance into more complex case management responsibilities (Dispute Resolution Specialist II).
• Hybrid work flexibility after training.
• Supportive leadership and team‑oriented workplace.
• Modern office environment with resources that support productivity and collaboration.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.