Bilingual (English-Spanish) Call Center Representative

Contract-to-Hire (long-term contract with potential for conversion) in Tysons, VA. Hybrid role after onsite training.

About the role

Addison Group is seeking a Bilingual (English/Spanish) Call Center Representative for a nationally recognized non-profit that provides consumer assistance, education, and support services. This role supports consumers by guiding them through the dispute resolution process, answering questions, and ensuring proper documentation is collected to move claims forward. It offers structured training, growth opportunities, and a collaborative environment.

Responsibilities

• Provide inbound phone and online support during core business hours, maintaining availability during assigned shifts.
• Walk consumers through the dispute resolution process, including program eligibility and claim submission steps.
• Assist consumers in understanding state-specific guidelines and general requirements.
• Follow up on pending documentation to ensure claims can be opened or advanced.
• Manage outreach tasks and special projects to support overall service level goals.
• Refer escalated concerns to leadership when required.
• Maintain professionalism, accuracy, and empathy in all consumer interactions.

Requirements

• Bilingual proficiency in English and Spanish is required.
• 4+ years of progressive customer service experience in a web-based or call center environment.
• Experience using contact center platforms (e.g., RingCentral, Matterhorn, or similar systems).
• Background supporting large-scale or enterprise-level customer operations strongly preferred.
• Strong written and verbal communication skills.
• Comfortable working in a fast-paced, metrics-driven environment.
• Solid problem-solving abilities and customer-focused mindset.
• Ability to learn structured processes, scripts, and regulatory guidelines.

Qualifications

• Bachelor’s degree preferred.

Schedule

• Full-time, Monday–Friday, 9:00am–6:00pm (1-hour unpaid lunch).
• Onsite for initial 3–6 weeks of training (Monday–Friday), then hybrid schedule of 2 days onsite / 3 days remote.
• Start date: 1–2 weeks after offer.

Pay

• $24.00 – $25.00/hour during contract period.
• Estimated conversion salary: $50,000–$55,000.

Benefits

• Medical, dental, vision, and 401(k) eligibility.
• Comprehensive training program with ongoing development opportunities.
• Pathway to advance into more complex case management responsibilities (Dispute Resolution Specialist II).
• Hybrid work flexibility after training.
• Supportive leadership and team-oriented workplace.
• Modern office environment with resources that support productivity and collaboration.