Bilingual Remote Call Center Representative

Bilingual Remote Call Center Representative
Location: 100% Work From Home
(Only open to residents from FL, GA, NC, SC, and TX)
Schedule: 40 hours/week – 2nd shift
Pay: $16/hour

About Directors' Choice

At Directors' Choice, we serve as a vital, high-touch inbound communication partner dedicated exclusively to the funeral service industry. We recognize that supporting funeral directors and guiding grieving families during their most vulnerable moments demands far more than basic call taking – it requires a seamless blend of technical precision, calm composure, and profound human empathy.

As a trusted frontline extension of our client's teams, we approach every interaction with the utmost dignity, respect, and attentive care. Operating 24/7, our specialized representatives handle delicate situations with professionalism and poise. We gather essential intake details, provide immediate and reassuring support to callers, and efficiently dispatch time-sensitive messages to ensure funeral home staff are notified without delay.

Understanding the diverse need of the communities our partners serve, our bilingual team bridges language gaps in both English and Spanish. We champion cultural awareness, clear communication, and authentic connection, delivering dependable support precisely when families and funeral professionals need it most.

Key Responsibilities

• Compassionate Inbound Call Handling: Answer high-volume, sensitive calls from family members, hospice nurses, and funeral directors with warmth, active listening, and calm professionalism.
• Accurate Data Entry and Intake: Gather background details and service requests, documenting them into our software with flawless accuracy, grammar, and attention to detail.
• Urgent Message Routing: Prioritize urgent calls and execute emergency paging, warm transfers, or dispatching so funeral personnel are instantly alerted.
• Bilingual Communication and Relay: Seamlessly translate and relay messages in both English and Spanish to ensure equitable, compassionate service.
• Multi-System Navigation: Manage live calls when navigating multiple web applications, directories, and customized client instructions.
• Reliability and Attendance: Maintain punctual attendance to ensure seamless, 24/7 support for families and clients who rely on us.

Qualifications and Skills

• Location: While this is a remote position, candidates must operate from the address they submit if hired. Candidates must reside in Florida, Georgia, North Carolina, South Carolina, or Texas. 
• Bilingual Fluency: Fluent in verbal and written English and Spanish, with the ability to translate if needed.
• Strong Communication: Clear diction, professional tone, and excellent written grammar/spelling.
• Empathy and Composure: A natural ability to remain calm, respectful, and supportive in delicate situations.
• Tech Savvy: Fast, accurate typing skills with experience using Windows applications and web platforms.
• Dependability: Strong work ethic with a track record of excellent attendance.

Home Office and Technical Requirements

To main call quality and system stability, candidates must have the following remote setup:

• Initial Equipment: Must use a personal computer meeting technical specs during the initial 90-day period. Company-issued hardware is provided upon successful completion of 90 days.
• Operating System: Windows 11 or higher with minimum 1 GB free storage. Macs, Chromebooks, and tablets are not support.
• Internet: High-speed wired Ethernet connection (minimum 50 Mbps down/10 Mbps up). Wi-Fi, hotspots, satellite, and DSL are not permitted.
• Audio: Dedicated USB wired headset with microphone.
• Display: Dual monitors with a minimum resolution of 1600x900.

What We Offer

We are proud to be an Employee-Owned Company (ESOP), meaning you get a real financial stake in our growth and success!

• Employee Stock Ownership Plan (ESOP)
• Health Benefits: Medical, Dental, and Vision Coverage
• Retirement: 401(k) with competitive company match
• Work-Life Balance: Generous Paid Time Off (PTO)
• Career Growth: Paid training and ongoing professional support
• Protection: Employer-paid Life Insurance and Legal Assistance benefits
• Note: Waiting period may apply for benefits to start

How our Hiring Process Works:

Ready to take the next step toward a stable, supportive, and deeply rewarding workplace culture? We would love to review your application! Here is what you can expect during our recruitment process:

1. Submit your Resume: Apply directly through this job posting with your updated resume and information.
2. Comprehensive Application Review: Our hiring team reviews all incoming applications in the order they are received to guarantee a fair, thorough, and transparent process for every candidate.
3. Email Invitation and Next Steps: If your background, skills, and availability align with what we are looking for in our candidates, our hiring team will reach out directly via email with details on next steps.

Directors' Choice is an Equal Opportunity Employer, committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.