Bilingual Remote Call Center Representative

Directors Choice•Orlando, FL

1d•Remote

About The Position

Directors' Choice is hiring a bilingual representative to provide high-touch inbound communication support exclusively to the funeral service industry. The role handles sensitive calls from family members, hospice nurses, and funeral directors, requiring technical precision, calm composure, empathy, and respectful communication. Representatives gather intake details, provide reassuring support, and route time-sensitive messages so funeral home staff are notified promptly. The team serves callers in English and Spanish and operates 24/7. This is a fully remote role open only to residents of Florida, Georgia, North Carolina, South Carolina, and Texas. Employees must work from the address submitted if hired. The position is scheduled for 40 hours per week on second shift and pays $16 per hour. During the initial 90 days, the employee must use a personal computer that meets the stated specifications; company-issued hardware is provided after successful completion of that period.

Requirements

Reside in Florida, Georgia, North Carolina, South Carolina, or Texas.
Work from the address submitted if hired.
Be fluent in spoken and written English and Spanish, with the ability to translate if needed.
Have clear diction, a professional tone, and excellent written grammar and spelling.
Remain calm, respectful, and supportive in delicate situations.
Have fast, accurate typing skills and experience with Windows applications and web platforms.
Demonstrate dependability, a strong work ethic, and excellent attendance.
Use a personal computer meeting the technical specifications during the initial 90-day period.
Use Windows 11 or higher with at least 1 GB of free storage; Macs, Chromebooks, and tablets are not supported.
Have a wired Ethernet internet connection with at least 50 Mbps download and 10 Mbps upload; Wi-Fi, hotspots, satellite, and DSL are not permitted.
Have a dedicated wired USB headset with a microphone.
Have dual monitors with a minimum resolution of 1600x900.

Responsibilities

Answer high-volume, sensitive calls from family members, hospice nurses, and funeral directors with warmth, active listening, and calm professionalism.
Gather background details and service requests, documenting them in company software with accuracy, correct grammar, and attention to detail.
Prioritize urgent calls and use emergency paging, warm transfers, or dispatching to alert funeral personnel promptly.
Translate and relay messages in English and Spanish.
Navigate multiple web applications, directories, and customized client instructions while managing live calls.
Maintain punctual attendance to support families and clients.