Bilingual Remote Call Center Agent

Directors Choice•Dallas, TX

4d•Remote

About The Position

Directors' Choice is hiring a remote Bilingual Call Center Agent to provide professional inbound communication services for funeral homes, funeral directors, and families. The role supports callers during sensitive situations and requires calm, empathetic, culturally aware communication in English and Spanish. Agents answer and document calls, route urgent messages, and follow procedures for client accounts while maintaining punctual attendance and availability during scheduled shifts. The position is remote and limited to Texas residents. It is scheduled for 40 hours per week on the second shift and pays $16 per hour. During the initial 90-day introductory period, employees must use personal equipment that meets the stated technical requirements; company-issued hardware is provided after successful completion of that period.

Requirements

Fluent verbal and written communication skills in both English and Spanish, including the ability to translate and relay messages clearly.
Clear diction, professional phrasing, and strong written grammar and spelling.
Empathetic, client-first approach, active listening, and a warm, professional tone suitable for sensitive situations.
Fast, accurate typing skills and familiarity with Microsoft Windows applications and web-based platforms.
Reliable attendance, punctuality, and a strong work ethic.
Must reside in Texas.
Must use Windows 11 or higher with at least 1 GB of free storage; Apple/Mac products, Chromebooks, and tablets are not supported.
Must have a direct-wired, high-speed Ethernet connection with at least 50 Mbps download and 10 Mbps upload; Wi-Fi, cellular hotspots, satellite, DSL, and dial-up are not permitted.
Must have a dedicated USB wired headset with a microphone.
Must have two monitors with a resolution of at least 1600x900.
Must use personal equipment meeting technical standards during the initial 90-day introductory period.

Responsibilities

Promptly answer high-volume, sensitive inbound calls from family members, hospital staff, hospice nurses, and funeral directors with empathy, active listening, and a calm, reassuring tone.
Gather caller context, background details, and service requests, and document them promptly and accurately in software systems.
Assess call priority and handle emergency paging, message routing, or warm transfers so critical information reaches the designated funeral director or call representative without delay.
Communicate in English and Spanish to translate and relay messages accurately and provide compassionate service.
Manage phone calls while navigating internal web applications, reference directories, and account-specific instructions for client accounts.
Maintain punctual attendance and consistent availability during scheduled shifts.