Job Opening: Bilingual Call Center Representative
Description
The Bilingual Call Center Representative serves as a vital communication link between inmates and their approved family members or loved ones. This role involves answering incoming calls, assisting with collect call processing, transferring calls accurately, and providing clear, professional support in both English and Spanish (or other required languages). Representatives must maintain confidentiality, follow strict security procedures, and communicate with empathy and professionalism at all times.Key Responsibilities:Answer and manage high-volume incoming calls in a call center environmentAssist inmates and relatives with placing and receiving collect callsAccurately transfer calls according to established proceduresProvide bilingual support clearly and professionallyFollow call scripts, security protocols, and company policiesDocument call details accurately in computer systemsRemain calm and courteous while handling sensitive situationsSkills & Qualifications:Fluent in English and Spanish (or required second language)Strong verbal communication and active listening skillsAbility to handle confidential information responsiblyBasic computer and data entry skillsReliable attendance and professionalismThis position plays an important role in helping people stay connected while ensuring compliance, accuracy, and high-quality customer service.
Bilingual (Spanish/English)