Bilingual Customer Service Representative (English/Spanish)

LOCATION

Phoenix, AZ | Remote – Local Candidates Only

COMPENSATION & SCHEDULE

• Pay: $19/hour + $4.93/hour Health and Welfare Supplement (applicable to the first 40 hours worked)
• Schedule: Full-time, approximately 40 hours per week
• Work Hours: Monday-Friday hours will vary

ROLE IMPACT

CornerStone Staffing is seeking Bilingual Immigration Customer Service Representatives to support individuals seeking information and assistance with immigration-related services. In this role, you will handle customer inquiries, provide accurate information, assist callers with navigating established procedures, and deliver professional, compassionate support in a fast-paced, high-volume contact center environment.

The ideal candidate is fluent in English and Spanish, communicates clearly, demonstrates patience and empathy, and can handle sensitive conversations while maintaining confidentiality and following established guidelines.

KEY RESPONSIBILITIES

• Handle inbound customer inquiries in English and Spanish regarding immigration-related services, procedures, and general program information.
• Provide accurate information using approved resources, scripts, and established guidelines.
• Assist callers with understanding available resources, required documentation, and appropriate next steps.
• Document customer interactions accurately in designated systems while maintaining confidentiality.
• Navigate multiple computer applications to research information, update records, and resolve inquiries.
• Escalate complex questions or concerns to the appropriate department or designated support team.
• Maintain professionalism, empathy, and cultural sensitivity when assisting individuals from diverse backgrounds.
• Meet established quality, productivity, attendance, and customer service performance expectations.
• Follow all applicable privacy, security, and operational procedures.

MINIMUM QUALIFICATIONS

• Fluency in both English and Spanish, including strong verbal communication skills.
• Previous customer service or call center experience preferred.
• Strong computer skills and ability to navigate multiple systems simultaneously.
• Excellent communication, active listening, and problem-solving abilities.
• Ability to remain professional and composed when handling sensitive or challenging conversations.
• Strong attention to detail and accurate data entry skills.
• Ability to work independently in a remote environment.
• Must reside locally in the Phoenix, AZ area.

CORE SKILLS & SYSTEMS

• Bilingual customer service (English/Spanish)
• High-volume inbound call handling
• Immigration-related customer inquiries
• Customer information verification
• Data entry and case documentation
• Multi-system navigation
• Confidentiality and information security
• Call quality and productivity standards
• Conflict resolution and de-escalation

WORK ENVIRONMENT

• Remote position for candidates residing in the Phoenix, AZ area.
• Fast-paced customer service environment supporting immigration-related inquiries.
• Schedule flexibility required due to 24/7 operations.
• Attendance and participation in all required training are essential.

LEGAL NOTICE

CornerStone Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally.

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