Bilingual Remote Call Center Agent

Directors Choice • Dallas, TX

22h • Remote

About The Position

Directors' Choice provides professional inbound communication services for the funeral industry. The Bilingual Call Center Agent is a remote, Texas-only role serving as a first point of contact for families, hospital staff, hospice nurses, and funeral directors. The position requires answering sensitive, high-volume calls with empathy and professionalism, accurately documenting caller information and service requests, and ensuring urgent communications reach the appropriate funeral personnel promptly.

Agents communicate in English and Spanish, navigate multiple internal web applications and account-specific instructions while handling calls, and provide calm, compassionate support to people experiencing delicate life transitions. The schedule is 40 hours per week on second shift, with pay of $16 per hour.

During the initial 90-day introductory period, employees must use personal equipment that meets the specified technical requirements. Company-issued hardware will be provided after successful completion of that period.

Requirements

• Fluent verbal and written communication in both English and Spanish, including the ability to provide clear translation and message relay.
• Clear diction, professional phrasing, and strong written grammar and spelling.
• A warm, professional, client-first manner suited to active listening and supporting people in sensitive situations.
• Fast, accurate typing and familiarity with Microsoft Windows applications and web-based platforms.
• Reliable attendance, a strong work ethic, and punctuality.
• Personal computer equipment meeting the stated technical requirements during the initial 90-day introductory period.
• Windows 11 or higher with at least 1 GB of free storage; Apple/Mac products, Chromebooks, and tablets are not supported.
• 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.
• A dedicated USB wired headset with a microphone.
• A display setup with two monitors and monitor resolution of at least 1600x900.

Responsibilities

• Promptly answer high-volume incoming 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 enter them accurately into company software with correct spelling and grammar.
• Assess call priority and carry out 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 provide accurate translation and message relay.
• Navigate multiple internal web applications, reference directories, and account-specific instructions while managing active calls.
• Maintain punctual attendance and availability during scheduled shifts.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Medical, dental, and vision coverage
• 401(k) plan with company matching contributions
• Paid time off
• Paid training and ongoing support
• Employer-provided life insurance
• Legal assistance benefits
• Company-issued hardware after successful completion of the 90-day introductory period

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed