Bilingual Customer Service Specialist

ITCON Services; Vienna (VA); On-site; USD 32,000 - 46,000; Full time

Job summary

ITCON Services seeks seasoned Customer Service Representatives to handle high-volume inbound calls for a federal contract. You will be the first point of contact, delivering high-quality service while navigating multiple systems with empathy and professionalism.

Requirements include at least 2 years in a call center, a High School Diploma or GED, and strong English communication. CRM and KM tool experience preferred; bilingual abilities are a plus.

Qualifications

• Minimum of 2 years in call center or customer service.
• High School Diploma or GED required.
• Proficiency in English; Spanish or other languages a plus.
• Strong verbal communication, active listening and empathy.
• Experience with CRM systems and knowledge management tools.
• Ability to follow scripts while adapting to customer needs.
• Discretion handling sensitive information and data entry.

Responsibilities

• Handle a high volume of inbound calls in a fast-paced contact center.
• Resolve customer inquiries using CRM and KM systems.
• Build trust and maintain customer relationships with professional communication.
• Use active listening to clarify needs and ensure resolution.
• Follow scripts and privacy/compliance requirements while personalizing support.
• Document interactions in CRM with key details.
• Triage calls to resolve, escalate, or transfer when needed.
• Verify identity and protect sensitive information per protocols.
• Provide tele-interpreter services or warm transfers when needed.
• Support service recovery and de-escalation to maintain satisfaction.
• Maintain knowledge of products/policies via KM tools and training.
• Support leadership with operational initiatives.

Skills

Customer service

Call center

CRM systems

Active listening

Empathy

Data entry

Privacy/compliance

Education

High School Diploma or GED

Tools

Salesforce

Knowledge Management tools

Job description

ITCON Services seeks seasoned Customer Service Representatives to handle high-volume inbound calls for a federal contract. You will be the first point of contact, delivering high-quality service while navigating multiple systems with empathy and professionalism.

Requirements include at least 2 years in a call center, a High School Diploma or GED, and strong English communication. CRM and KM tool experience preferred; bilingual abilities are a plus.