Customer Service Specialist (Bilingual)

ProPivotal; Framingham (MA); On-site; USD 28,000 - 33,000; Full time

Job summary

ProPivotal in Framingham, MA seeks a Customer Service Specialist to assist families in accessing child care financial assistance and related resources. This hybrid role involves phone support, referrals, and accurate record-keeping across several online platforms, with non-English callers present in Massachusetts.

The role pays $20–$24 per hour and requires at least 1 year in customer service or data entry, plus bilingual ability in Spanish, Portuguese, or Haitian Creole.

Qualifications

• 1 year of customer service or data entry experience is required.
• Strong computer skills across multiple platforms and databases.
• Ability to switch between several screens efficiently.
• Ability to quickly learn policies and systems.
• Bilingual proficiency in Spanish, Portuguese, or Haitian Creole is required.

Responsibilities

• Determine eligibility for child care subsidies for families.
• Add eligible families to the statewide wait list accurately.
• Provide information about local child care programs and providers.
• Enter data into multiple online systems with accuracy.
• Identify family needs and make referrals accordingly.
• Follow department policies and guidelines.
• Complete call reports in the designated database promptly.
• Support special projects and community response efforts.
• Maintain data integrity and follow protocols.
• Use empathy and active listening to support callers.

Skills

Customer service

Data entry

Multitasking

Policy learning

Bilingual Spanish/Portuguese/Haitian-C

Tools

Database systems

Online platforms

Job description

A community-focused organization is seeking a Customer Service Specialist to support families in accessing child care financial assistance and related resources. This hybrid role involves assisting callers via phone and referral services, maintaining accurate records across multiple online platforms, and providing compassionate, data-driven support. Some of the calls will be with residents of Massachusetts whose first language is not English.

The position offers an estimated pay range of $20 - $24 per hour.

Shift

• Onsite in Framingham, MA
• Monday to Friday schedule: 7:00 AM-3:00 PM or 8:00 AM-4:00 PM

Why This Job Is Awesome / Your Impact

• Make a meaningful difference in families' lives by guiding them through assistance eligibility
• Offer compassionate, accurate support connecting callers to local resources
• Contribute to efficient case management and data accuracy in statewide systems
• Develop expertise in social service policies and referral processes
• Support community disaster-response efforts and special projects

Responsibilities

• Determine families' eligibility for child care subsidies
• Add qualified families to the statewide wait list accurately
• Provide information about local child care programs and providers
• Enter data accurately into multiple online systems
• Identify family needs and make appropriate referrals
• Follow department policies and guidelines
• Complete call reports promptly using the designated database
• Support special projects and community response efforts
• Maintain data integrity and follow protocols
• Use empathy and active listening to support callers

Required Skills & Experience

• Minimum 1 year of relevant experience in customer service or data entry
• Strong computer skills, including managing multiple platforms and databases
• Ability to toggle between multiple screens efficiently
• Ability to learn policies and systems quickly
• Bilingual proficiency in Spanish, Portuguese, or Haitian Creole is required for this role

Preferred Skills & Experience

• Call center experience preferred
• Experience handling high-volume calls and sensitive information
• Strong organizational and multitasking skills
• Effective communication and empathy skills