On-Site Call Center Specialist | Bilingual Support

ContactPoint 360; McAllen (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

ContactPoint 360 in the Greater McAllen Area is seeking a full-time Call Center Representative who will handle inbound and outbound customer communications via phone and other channels, document interactions, and escalate complex issues as needed.

The role emphasizes following scripts, achieving satisfaction and retention metrics, and collaborating with supervisors to maintain a consistent, professional customer experience.

Qualifications

• Strong customer service and communication skills, including active listening, clear verbal and written communication, and a professional phone manner.
• Basic computer literacy and the ability to learn CRM systems, call center software, and multiple applications simultaneously.
• Problem-solving and conflict-resolution abilities to handle customer concerns, identify solutions, and manage challenging interactions calmly.
• Time management and multitasking skills to manage call volumes, adhere to schedules, and meet performance and quality targets.
• Fluency in English; bilingual or multilingual skills (such as Spanish) are a strong asset for serving diverse customer bases.

Responsibilities

• Handle inbound and outbound customer communications via phone and other channels.
• Follow established workflows and scripts, document interactions accurately, and escalate complex matters.
• Convert service conversations into customer satisfaction, retention, and potential sales while meeting performance metrics.

Skills

Customer service

Communication

Active listening

Verbal communication

Written communication

Professional phone manner

Education

High school diploma or equivalent

Tools

CRM systems

Call center software

Job description

ContactPoint 360 in the Greater McAllen Area is seeking a full-time Call Center Representative who will handle inbound and outbound customer communications via phone and other channels, document interactions, and escalate complex issues as needed.

The role emphasizes following scripts, achieving satisfaction and retention metrics, and collaborating with supervisors to maintain a consistent, professional customer experience.