Remote Bilingual Call Center Associate – EN/ES

Chris Baily; New York (NY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health plan coverage

401(k) plan

Employee Assistance Program

Paid holidays

Longevity pay bonuses

Job summary

TemPositions Office in New York City seeks an experienced bilingual English/Spanish Call Center Representative to handle high volumes of inbound inquiries from NYC residents regarding housing, public works, and transportation. You will log requests into CRM systems, identify needs, and provide accurate, efficient solutions, maintaining poise with distressed callers.

The role requires 3+ years of call center experience, CRM proficiency (MS Dynamics, Salesforce, Oracle, SAP), and a 50+ WPM typing

Qualifications

• Professional-level bilingual English/Spanish fluency.
• Minimum 3 years of call center experience with high-volume inbound calls.
• CRM proficiency required (MS Dynamics, Salesforce, Oracle, SAP or equivalent).
• Typing speed of 50+ WPM.
• Remote work setup with reliable internet.
• Residency in New York City.

Responsibilities

• Handle a high volume of inbound calls from NYC residents requesting city services, information, or issue resolution.
• Log and route service requests accurately into the client CRM and case management systems.
• Identify resident needs using active listening and targeted probing questions to deliver accurate, efficient solutions.
• Escalate urgent, sensitive, or complex inquiries to the appropriate agency or supervisor.
• Meet performance metrics including Average Handle Time (AHT) and First Call Resolution (FCR).
• Document all interactions thoroughly in the system immediately following each call.
• Maintain composure and professionalism when handling frustrated or distressed callers.

Skills

Bilingual English/Spanish

CRM proficiency

Call center experience

Typing 50+ WPM

Education

High School Diploma or equivalent

Tools

Microsoft Dynamics

Salesforce

Oracle

SAP

Job description

TemPositions Office in New York City seeks an experienced bilingual English/Spanish Call Center Representative to handle high volumes of inbound inquiries from NYC residents regarding housing, public works, and transportation. You will log requests into CRM systems, identify needs, and provide accurate, efficient solutions, maintaining poise with distressed callers.

The role requires 3+ years of call center experience, CRM proficiency (MS Dynamics, Salesforce, Oracle, SAP), and a 50+ WPM typing