Bilingual Call Center Representative

Location: Various Locations, NY • Full-time

About the role

Empire State University currently seeks a Bilingual Call Center Representative in our 1Stop Student Services office. The Bilingual Call Center Representative is responsible for delivering outstanding customer service to prospective students, current students, alumni, faculty, and staff in both English and Spanish. As a member of the 1Stop Student Services team, this position serves as a central resource for inquiries related to admissions, financial aid, registration, student accounts, and other university services. The representative manages a high volume of interactions across phone, email, live chat, and other communication channels, providing accurate information, resolving issues, and connecting customers with appropriate university resources when necessary. This position exists to ensure all constituents—particularly Spanish-speaking students and families—have equitable access to timely, knowledgeable, and compassionate support while contributing to the university's commitment to student success and exceptional service.

Responsibilities

• Serve as the primary point of contact for prospective students, current students, alumni, faculty, staff, and the public by responding to a high volume of inquiries through telephone, email, live chat, and other communication channels in both English and Spanish.
• Provide accurate, timely, and professional information regarding admissions, financial aid, registration, billing, student accounts, academic policies, and other university services by utilizing university systems, knowledge bases, and established procedures.
• Resolve customer inquiries by researching issues, interpreting university policies and procedures, documenting interactions, and referring complex or specialized matters to the appropriate department when necessary to ensure timely resolution.
• Provide language assistance for Spanish-speaking students and families by interpreting and explaining university policies, procedures, and processes in both English and Spanish to ensure equitable access to university services.
• Maintain accurate records of customer interactions and complete required documentation using university systems while safeguarding confidential information in accordance with FERPA and other applicable policies.
• Meet established call center performance expectations, including adherence to work schedules, customer service standards, quality assurance requirements, productivity goals, and response time expectations while consistently demonstrating professionalism, empathy, and effective communication.
• Maintain current knowledge of university policies, procedures, academic programs, and technology systems through participation in required training and professional development activities.
• Participate in departmental meetings, special projects, cross-training opportunities, and continuous improvement initiatives to enhance service delivery, operational efficiency, and the overall customer experience.
• Assist with the training or mentoring of new staff members or student employees.

Requirements

• Associate's degree from a regionally accredited US university or comparable non-US university. An equivalent combination of education and relevant customer service experience may be considered.
• A minimum of one (1) year of customer service experience, preferably in a call center, higher education, or other fast-paced service environment.
• Experience handling a high volume of customer interactions while maintaining accuracy and professionalism.
• Experience working with diverse populations and providing excellent customer service.
• Demonstrated fluency in both English and Spanish, including the ability to speak, read, write, and translate effectively.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service, active listening, and problem-solving abilities.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Proficiency with Microsoft Office applications and the ability to quickly learn new software systems.
• Strong organizational and time management skills.
• Bilingual and biliterate in Spanish and English.

Preferred Qualifications

• Bachelor's degree from a regionally accredited US university or comparable non-US university.
• Experience working in higher education, student services, or a university call center.
• Experience using student information systems (e.g., Banner), CRM platforms, or knowledge management systems.
• Experience providing bilingual customer service in a fast-paced, high-volume environment.
• Demonstrated ability to interpret and explain complex policies, procedures, and regulations.
• Experience supporting diverse populations and a commitment to inclusive customer service.

Special Information

• May require occasional evening and/or weekend obligations in accordance with student and university needs.
• Occasional travel may be required to fulfill department and university-wide commitments.
• The successful candidate must complete and pass an online Spanish language proficiency test prior to an official offer of employment.
• Applicants must be currently authorized to work in the United States on a full-time basis. VISA sponsorship is not available for this position.
• SUNY Empire provides employees with robust remote and flexible work options to meet the needs of students, faculty, and staff in a dispersed work environment.

Pay

$52,000

Benefits

• NYS health insurance
• Free dental and vision coverage
• Competitive retirement options
• Generous vacation, sick, and holiday accruals
• Strong emphasis on work-life balance
• Professional-development activities for professionals and support staff