Bilingual Contact Center Representative (Spanish) at SOSi — El Paso, TX

SOS International LLC (SOSi) is seeking a Bilingual Contact Center Representative (Spanish) to support customer engagement, language services, and operational activities across multiple programs within the Civil & Homeland Solutions Business Unit. This position serves as a critical point of contact for customers, stakeholders, and program personnel by delivering exceptional customer service, facilitating effective communication between English and Spanish speakers, and supporting a variety of business process operations.

The ideal candidate is customer-focused, adaptable, and capable of supporting dynamic operational requirements across multiple contracts and service environments. This role combines contact center responsibilities with Spanish-language interpretation services to help ensure accurate communication, quality service delivery, and mission success.

ESSENTIAL JOB DUTIES

• Provide professional and courteous inbound and outbound customer support via telephone and other approved communication channels.
• Respond to customer inquiries, provide information, resolve issues, and escalate complex matters as appropriate.
• Deliver consecutive interpretation services between English and Spanish to facilitate effective communication between customers, stakeholders, and program personnel.
• Accurately document customer interactions, case activities, and service outcomes in program-specific systems and databases.
• Support business process operations, including case management, transaction processing, data entry, records maintenance, and other administrative functions.
• Ensure compliance with program requirements, quality standards, security protocols, and customer service expectations.
• Maintain confidentiality and safeguard sensitive information in accordance with contractual and regulatory requirements.
• Collaborate with team members, supervisors, and program leadership to support operational objectives and service delivery goals.
• Demonstrate flexibility in supporting multiple programs, projects, and operational priorities based on evolving business needs.
• Participate in required training, quality assurance activities, and performance improvement initiatives.
• Perform other duties as assigned.
• High school diploma or equivalent required.
• Ability to obtain and maintain U.S. government security clearance.
• Two years of experience in customer service, contact center, call center, business process outsourcing (BPO), or a related environment.
• One year of professional interpreting experience, preferably in an over-the-phone, customer service, government services, or contact center setting.
• Native or near-native fluency in both English and Spanish, with the ability to accurately interpret and communicate in both languages.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated ability to effectively manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to delivering high-quality customer service.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Ability to work assigned schedules, including evenings, weekends, or holidays as required.
• Must successfully complete mandatory training requirements (if applicable) prior to the start of employment or within established timeframes.

PREFERRED QUALIFICATIONS

• Experience supporting government, public sector, or regulated industry programs.
• Experience working in a multilingual customer support or contact center environment.
• Familiarity with CRM, case management, or customer engagement platforms.

Work Environment

• Working conditions are normal for an office environment.
• Assigned schedules may include evenings, weekends, or holidays as required.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.