Bilingual Call Center Representative - OrderID: 5135

TemPositions Group of Companies•New York, NY

1d•Remote

About The Position

TemPositions is supporting a high-volume government services account and seeking experienced, fully bilingual English/Spanish Call Center Representatives to serve as the first point of contact for NYC residents. In this role, you will handle a high volume of inbound citizen inquiries related to housing, public works, and transportation — with accuracy, composure, and efficiency. This is a demanding role requiring strong call center experience, CRM proficiency, and genuine fluency in both languages.

Requirements

Fully bilingual in English and Spanish — professional-level fluency required.
Minimum 3 years of call center experience, with demonstrated high-volume inbound experience (75+ calls/day preferred).
Proficiency in a CRM system is required (Microsoft Dynamics, Salesforce, Oracle, SAP, or equivalent).
Ability to navigate multiple systems simultaneously.
Typing speed of 50+ WPM required.
Reliable internet connection, quiet dedicated workspace, and prior remote call center or customer service experience required.
High School Diploma or equivalent.
Must currently live or have previously lived in New York City.

Nice To Haves

Bilingual certification or formal testing preferred.

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.