Bilingual Call Center Representative

The Bilingual Call Center Representative serves as a vital communication link between inmates and their approved family members or loved ones. This role involves answering incoming calls, assisting with collect call processing, transferring calls accurately, and providing clear, professional support in both English and Spanish (or other required languages). Representatives must maintain confidentiality, follow strict security procedures, and communicate with empathy and professionalism at all times.

Key Responsibilities:

• Answer and manage high-volume incoming calls in a call center environment
• Assist inmates and relatives with placing and receiving collect calls
• Accurately transfer calls according to established procedures
• Provide bilingual support clearly and professionally
• Follow call scripts, security protocols, and company policies
• Document call details accurately in computer systems
• Remain calm and courteous while handling sensitive situations

Skills & Qualifications:

• Fluent in English and Spanish (or required second language)
• Strong verbal communication and active listening skills
• Ability to handle confidential information responsibly
• Basic computer and data entry skills
• Reliable attendance and professionalism