Catholic Charities of the Archdiocese of Chicago partners with mission-driven people and organizations across Cook and Lake counties to witness a message of mercy and hope to a world in need by improving lives and nourishing spirits; strengthening and empowering people, families, and communities; and committing to being present to our times through the eyes of faith.
Role Overview
The Call Specialist - Bilingual provides high volume multilingual customer support by assessing eligibility, connecting individuals to financial and community resources, maintaining accurate case records, de-escalating complex interactions, and collaborating with stakeholders to ensure equitable access to services and program compliance.
Job Responsibilities
- Responsible for handling high-volume, multi-channel inquiries (phone, text, and webchat) to assist individuals seeking financial and non-financial support through the Resource Hub. Assess eligibility of individuals and make appropriate referrals according to program guidelines and funder requirements. Adhere to departmental scripts and protocols when processing caller prescreens. This role may regularly interact with a diverse customer base, including Spanish-speaking individuals, and may require communication in Spanish to ensure equitable access to services. Effectively de-escalate callers, including individuals with limited English proficiency, resulting in limited calls escalated for supervisor intervention.
- Maintain up-to-date and accurate case files and databases as required by program policy and governing contracts.
- Knowledgeable about community resources and link individuals to these resources. Advocate on behalf of individuals to ensure access to services for which the individual is eligible. Informs supervisor of any escalated interactions and/or service delays so that proper follow-up with internal programs can occur.
- Work collaboratively with internal stakeholders and team members as needed.
- Complete special projects and assignments as directed, demonstrating flexibility and initiative in support of client service, team needs, and organizational goals.
- Engage in ongoing learning, training, and skill development, seeking and applying feedback to continuously improve performance and contribute to team and organizational success.
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.
- Kneel and move from sitting, bending, kneeling, or standing multiple times a day
- Climb up and down up to 3 flights of stairs at a time
- Lift, push, and pull up to 25 lbs
Other Requirements: Comply with program and/or requirements related to:
Education and Experience Requirements:
Minimum
- H.S. Diploma or General Education Degree (GED) in related field of study 1-3 years relevant experience
- Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
- Prior experience in Customer Service and using Microsoft Office
- Experience with the use of multiple databases
- Proficiency in Microsoft Office products
Preferred
- Bachelor's Degree in Arts/Sciences (BA/BS) in related field of study 3-5 years relevant experience
- Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
- Contact Center experience
- Experience with multi-monitor set-up
Catholic Charities of the Archdiocese of Chicago partners with mission-driven people and organizations across Cook and Lake counties to witness a message of mercy and hope to a world in need by improving lives and nourishing spirits; strengthening and empowering people, families, and communities; and committing to being present to our times through the eyes of faith.
Role Overview
The Call Specialist - Bilingual provides high volume multilingual customer support by assessing eligibility, connecting individuals to financial and community resources, maintaining accurate case records, de-escalating complex interactions, and collaborating with stakeholders to ensure equitable access to services and program compliance.
Job Responsibilities
- Responsible for handling high-volume, multi-channel inquiries (phone, text, and webchat) to assist individuals seeking financial and non-financial support through the Resource Hub. Assess eligibility of individuals and make appropriate referrals according to program guidelines and funder requirements. Adhere to departmental scripts and protocols when processing caller prescreens. This role may regularly interact with a diverse customer base, including Spanish-speaking individuals, and may require communication in Spanish to ensure equitable access to services. Effectively de-escalate callers, including individuals with limited English proficiency, resulting in limited calls escalated for supervisor intervention.
- Maintain up-to-date and accurate case files and databases as required by program policy and governing contracts.
- Knowledgeable about community resources and link individuals to these resources. Advocate on behalf of individuals to ensure access to services for which the individual is eligible. Informs supervisor of any escalated interactions and/or service delays so that proper follow-up with internal programs can occur.
- Work collaboratively with internal stakeholders and team members as needed.
- Complete special projects and assignments as directed, demonstrating flexibility and initiative in support of client service, team needs, and organizational goals.
- Engage in ongoing learning, training, and skill development, seeking and applying feedback to continuously improve performance and contribute to team and organizational success.
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.
- Kneel and move from sitting, bending, kneeling, or standing multiple times a day
- Climb up and down up to 3 flights of stairs at a time
- Lift, push, and pull up to 25 lbs
Other Requirements: Comply with program and/or requirements related to:
Education and Experience Requirements:
Minimum
- H.S. Diploma or General Education Degree (GED) in related field of study 1-3 years relevant experience
- Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
- Prior experience in Customer Service and using Microsoft Office
- Experience with the use of multiple databases
- Proficiency in Microsoft Office products
Preferred
- Bachelor's Degree in Arts/Sciences (BA/BS) in related field of study 3-5 years relevant experience
- Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
- Contact Center experience
- Experience with multi-monitor set-up