Bilingual Contact Center Representative (Spanish)

SOS International LLC (SOSi) is seeking a Bilingual Contact Center Representative (Spanish) to support customer engagement, language services, and operational activities across multiple programs within the Civil & Homeland Solutions Business Unit. This position serves as a critical point of contact for customers, stakeholders, and program personnel by delivering exceptional customer service, facilitating effective communication between English and Spanish speakers, and supporting a variety of business process operations.

The ideal candidate is customer-focused, adaptable, and capable of supporting dynamic operational requirements across multiple contracts and service environments. This role combines contact center responsibilities with Spanish-language interpretation services to help ensure accurate communication, quality service delivery, and mission success.

ESSENTIAL JOB DUTIES

 

• Provide professional and courteous inbound and outbound customer support via telephone and other approved communication channels.

• Respond to customer inquiries, provide information, resolve issues, and escalate complex matters as appropriate.

• Deliver consecutive interpretation services between English and Spanish to facilitate effective communication between customers, stakeholders, and program personnel.

• Accurately document customer interactions, case activities, and service outcomes in program-specific systems and databases.

• Support business process operations, including case management, transaction processing, data entry, records maintenance, and other administrative functions.

• Ensure compliance with program requirements, quality standards, security protocols, and customer service expectations.

• Maintain confidentiality and safeguard sensitive information in accordance with contractual and regulatory requirements.

• Collaborate with team members, supervisors, and program leadership to support operational objectives and service delivery goals.

• Demonstrate flexibility in supporting multiple programs, projects, and operational priorities based on evolving business needs.

• Participate in required training, quality assurance activities, and performance improvement initiatives.

• Perform other duties as assigned.