Call Center Specialist (Bilingual English/Spanish)

Koniag Government Services; El Paso (TX); In loco; USD 38.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Descrizione del lavoro

Koniag Government Services is seeking Call Center Specialists (Bilingual English/Spanish) in El Paso, TX to support a government customer. The role handles sensitive crisis calls, provides real-time guidance, and coordinates resources to protect vulnerable youth.

Must be a US Citizen eligible for Public Trust clearance with 1+ year in child welfare and strong English/Spanish communication. Onsite role with comprehensive benefits and a 3-week training period.

Competenze

• Bachelor's degree in a relevant field is required.
• At least 1 year of child welfare experience.
• Bilingual English and Spanish required.
• Strong computer skills including Excel, Word, Teams, Outlook.
• Comfortable learning new systems and case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations with professionalism and empathy.

Mansioni

• Deliver high-quality, compassionate services to UAC, sponsors, and callers.
• Communicate effectively in English and Spanish.
• Maintain professional judgment during crisis calls.
• Respond to calls promptly and de-escalate when needed.
• Triage calls for appropriate responses, referrals, and documentation.
• Provide case management and referrals as required.
• Follow quality standards and meet program deadlines.
• Coordinate with stakeholders including legal services and court officials.
• Assess changes in child safety and make referrals to officials.
• Adhere to call handling protocols and post-call documentation.

Conoscenze

Bilingual English/Spanish

Verbal communication

Written communication

Empathy and professionalism

Ability to work under pressure

Formazione

Bachelor's degree in psychology, social work, mental health, or related field

Strumenti

Microsoft Excel

Microsoft Word

Microsoft Teams

Microsoft Outlook

Descrizione del lavoro

There is no formal application deadline for this position as applications are accepted on an ongoing basis.

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists (Bilingual English/Spanish) to support KPS and our government customer. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth.

DUTIES

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
• Communicate effectively in English and Spanish
• Maintain professional judgment, especially during crisis calls
• Respond to calls promptly
• Manage and de-escalate calls from individuals in crisis
• Triage calls for appropriate responses, referrals, and documentation
• Provide case management/referral services
• Apply quality standards to all calls and meet program deadlines
• Work with stakeholders, including legal service providers and court officials
• Assess changes affecting child safety and make referrals to officials
• Follow protocols and policies in call handling including post-call documentation

Minimum Qualifications

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 1 year of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
• Comfortable learning new systems and working with case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.

Preferred Qualifications

• Prior call center experience, especially in behavioral health or child/family services.
• Familiarity with Federal government programs that support UAC.
• Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Additional Information

• This is an onsite role located in our secure El Paso, TX, facilities. Remote/virtual work is prohibited.
• As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.
• A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.
• U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearance

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352