Job Description

Bilingual Call Center Representative

📍 Tysons, VA | Contract-to-Hire | Non-Profit | Immediate Start

Addison Group is proud to partner with a respected, mission-driven non-profit organization in the Tysons, VA area. We're actively seeking a Bilingual Call Center Representative to join a dedicated team that supports consumers navigating complex service issues in a variety of industries.

This is a contract-to-hire position offering meaningful, impactful work with the potential to grow into a long-term career.

About the Role:

For over 40 years, this organization has provided dispute resolution services. As a Call Center Representative, you’ll be the first voice consumers hear—helping them understand their rights, guiding them through filing claims, and ensuring they feel supported every step of the way.

Responsibilities:

• Serve on the inbound call center team , supporting consumers during regular business hours (9 AM – 5 PM ET) and beyond as needed.
• Answer high-volume calls in both English and Spanish with professionalism and empathy.
• Clearly explain dispute resolution program eligibility , including state-specific laws and consumer rights.
• Guide consumers through the claims process , either by phone or online.
• Collect, review, and upload documentation necessary to initiate or support a claim.
• Follow up with consumers to ensure all required information is gathered and documented correctly.
• Collaborate with managers to escalate complex or sensitive cases.
• Assist with special projects and outreach efforts to maintain service level expectations and program excellence.

What You Bring:

• Bachelor’s degree or equivalent professional experience.
• 2–3 years of call center, customer service, or dispute resolution experience .
• Fluent in both English and Spanish , with strong written and verbal communication skills.
• Proven ability to explain complex topics clearly and patiently.
• Strong problem-solving and decision-making skills.
• Familiarity with customer service software, Microsoft Office, and online claim portals.
• Excellent organizational skills and the ability to multitask in a fast-paced, team-based environment.
• Calm, compassionate demeanor, especially when handling sensitive or emotional customer calls.

Why You'll Love This Role:

• Be a key part of a mission-driven team that empowers consumers and supports fair outcomes.
• Work in an organization with over four decades of trusted industry leadership .
• Gain experience in dispute resolution programs in automotive, telecommunications, and class actions.
• Contract-to-hire opportunity – prove yourself and potentially transition to a long-term role.
• Immediate start – make an impact from Day 1.
• Collaborative culture with ongoing training and support .

Addison Group is committed to building a diverse and inclusive workforce. We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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