Customer Experience Specialist (Bilingual Spanish)

About the Opportunity

Our nonprofit client is seeking a compassionate and people-focused Bilingual Spanish Customer Experience Coordinator to join their team. This is an excellent opportunity for someone who enjoys supporting others, creating positive experiences, and working in a high-volume contact center environment. The ideal candidate will be comfortable assisting individuals from diverse backgrounds and providing thoughtful, solutions-oriented support.

The ideal candidate is patient, empathetic, and personable, with the ability to remain calm and professional while handling a variety of questions and concerns. Fluency in English and Spanish is required.

Responsibilities

• Serve as a primary point of contact for individuals seeking information, assistance, and support
• Handle a high volume of inbound calls and interactions with professionalism and empathy
• Communicate with customers in both English and Spanish to understand needs and provide appropriate assistance
• Guide individuals through processes, answer questions, and help resolve concerns
• Create a positive customer experience by providing attentive, respectful, and personalized service
• Accurately document interactions, requests, and follow-up needs in internal systems
• Coordinate with internal teams to ensure questions and issues are addressed promptly
• Recognize situations requiring additional assistance and escalate appropriately
• Follow established procedures while maintaining confidentiality and accuracy
• Contribute to team goals related to service quality, productivity, and customer satisfaction

Qualifications

• Bilingual in English and Spanish, both written and verbal
• Previous customer service, call center, contact center, client support, or community-facing experience preferred
• Strong communication and active listening skills
• Compassionate, patient, and genuinely motivated by making a positive impact for others
• Comfortable working in a fast-paced, high-volume contact center environment
• Ability to handle challenging or sensitive customer interactions with professionalism and empathy
• Strong attention to detail and accurate data entry skills
• Comfortable learning and navigating computer systems and multiple software applications
• Reliable, organized, and able to work effectively as part of a team