Call Center Specialist (Bilingual English/Spanish)

Koniag Government Services • El Paso, TX

6d • Onsite

About The Position

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists (Bilingual English/Spanish) to support KPS and our government customer. This position is located in El Paso, TX. This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth.

Requirements

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 1 year of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
• Comfortable learning new systems and working with case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.
• Must be a US Citizen and eligible to obtain a Public Trust clearance.
• U.S. Citizenship or Permanent Residency required.
• Must be eligible for Public Trust clearance.

Nice To Haves

• Prior call center experience, especially in behavioral health or child/family services.
• Familiarity with Federal government programs that support UAC.
• Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Responsibilities

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
• Communicate effectively in English and Spanish
• Maintain professional judgment, especially during crisis calls
• Respond to calls promptly
• Manage and de-escalate calls from individuals in crisis
• Triage calls for appropriate responses, referrals, and documentation
• Provide case management/referral services
• Apply quality standards to all calls and meet program deadlines
• Work with stakeholders, including legal service providers and court officials
• Assess changes affecting child safety and make referrals to officials
• Follow protocols and policies in call handling including post-call documentation

Benefits

• medical, dental, and vision insurance
• 401(k) retirement plan
• paid time off
• paid parental leave
• life and disability insurance
• flexible spending accounts
• commuter benefits
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level