Call Center Specialist (Bilingual English/Spanish)
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. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more. 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.
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
- health, dental and vision insurance
- 401K with company matching
- flexible spending accounts
- paid holidays
- paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
