Bilingual Call Center Agent

REMOTE Bilingual Call Center Customer Service Representative (Spanish/English), TEXAS, FLORIDA RESIDENTS ONLY

Our client, a federal agency that provides critical resources during national disasters, frequently requires ramp-ups in staffing to support individuals registering for federal assistance. We are building a pipeline of qualified candidates for future hiring needs as Bilingual Call Center Customer Service Representatives.

These positions are temporary contract roles (approximately 6 months or longer once activated). While we do not currently have an immediate opening, we anticipate future needs and encourage interested candidates to apply now so you may be considered when positions become available.

Position Overview

As a Call Center Customer Service Representative, you will serve as a direct point of contact for individuals seeking federal disaster assistance. Representatives handle inbound and outbound calls, provide accurate information, and enter data into a federal agency system.

Preference will be given to bilingual Spanish/English candidates. You must be able to:

• Take calls in Spanish and English

• Read forms in Spanish

• Complete forms in Spanish

Work Schedule

• Positions operate on a full-time basis only (40 hours/week)

• The call center is open 7 days a week, from 6 AM – 12 Midnight EST

• Flexible availability is required — schedules are assigned and may change weekly; you will not be able to select specific days or shifts.

Important Notes About Ramp-Up Hiring

• This is an evergreen requisition; applying now allows us to pre-screen and prepare candidates for future start dates.

• Once a staffing ramp-up is triggered, you will be notified by our Project Management Team if selected to move forward.

• After completing adjudication and required documentation, candidates may be required to start training within 24 hours of notification.

• If you have upcoming commitments that would prevent immediate availability once cleared, you may not be eligible at that time.

Responsibilities

• Conduct all calls with patience, tact, courtesy, and empathy.

• Accurately gather and enter information into a federal government database during intake calls.

• Provide referrals to appropriate support organizations as necessary.

• Participate in training sessions and security protocol briefings.

• Attend scheduled shift meetings to receive event-specific information.

• Complete required certifications in a timely manner.

Required Knowledge, Skills, and Qualifications

• Experience supporting government call centers (DHS experience preferred).

• Excellent communication and customer service skills.

• Must be bilingual Spanish/English (written and spoken).

• Proficient with computers in a Microsoft Windows environment.

• Must be a U.S. Citizen, 18 years or older.

• Ability to pass a criminal background check for public trust security clearance.

• Flexible, dependable, and able to work independently.