Bilingual Remote Call Center Agent

Location: Remote (Texas residents only)

Schedule: 40 hours/week - 2nd shift

Pay: $16/hr

About Directors' Choice

At Directors' Choice, we specialize in high-stakes, professional inbound communication services tailored specifically for the funeral industry. Supporting funeral homes, directors, and grieving families during their time of need demands a rare and vital balance of technical precision, calm and professionalism, and deep emotional intelligence.

We serve as an essential frontline extension of our clients' teams, ensuring that every incoming call is answered promptly, respectfully, and with utmost care. Our agents are responsible for accurately documenting critical intake details, providing reassuring support, and routing urgent communications with precision to ensure emergency contacts and funeral personnel are notified without delay.

Because we proudly support both English and Spanish-speaking communities, our team champions empathy, cultural awareness, clarify, and genuine human connection. We understand that behind every phone call is a family navigating one of the life's most delicate transitions, and we take pride in being the reliable, comforting voice they can lean on when it matters most.

Day-to-Day Duties

As a Bilingual Call Center Agent, you serve as the critical first point of contact during life's most sensitive moments. On a daily basis, your core duties include:

• Inbound Call Handling and First Contact: Promptly answering high-volume, sensitive incoming calls from family members, hospital staff, hospice nurses, and funeral directors with exceptional empathy, active listening, and a calm, reassuring tone.
• Precise Intake and Data Entry: Gathering vital background details, caller context, and initial service requests, and then documenting them immediately into our software systems with flawless accuracy, attention to detail, and correct spelling and grammar.
• Urgent Message Routing and Dispatch: Evaluating call priority and executing emergency paging, message routing, or direct warm transfers ensure critical information reaches the designated funeral director or call representative without delay.
• Bilingual Translation and Relay: Interacting seamlessly in both English and Spanish to ensure accurate translation, message relay, and equitable, compassionate service for diverse caller communities.
• Multi-System Navigation: Seamlessly managing active phone calls while simultaneously navigating multiple internal web applications, reference directories, and account-specific instructions to follow tailored procedures for hundreds of client accounts.
• Reliability and Teamwork: Maintain punctual attendance and consistent availability during scheduled shifts to ensure uninterrupted support for clients.

Qualifications and Skills

• Bilingual Proficiency: Fluent verbal and written communication in both English and Spanish, with the ability to provide clear translation and message relay.
• Exceptional Communication: Clear diction, professional phrasing, and strong written grammar/spelling.
• Empathy and Client-First Mindset: A warm, professional tone naturally suited for active listening and supporting individuals in sensitive situations.
• Tech Savvy: Fast, accurate typing skills and familiarity with Microsoft Windows applications and web-based platforms.
• Dependability: A proven record of accomplishment of reliable attendance, strong work ethic, and punctuality.

Technical and Home Office Requirements:

To ensure seamless all handling and system stability, candidates must meet the following remote setup requirements:

• Equipment Provision: Candidates must use personal equipment meeting technical standards during the initial introductory period (90 days). Upon successful completion, company-issued hardware will be provided.
• Operating System: Windows 11 or higher with at least 1GB of free storage space. Apple/Mac products, Chromebooks, and tablets are not supported.
• Internet Connection: High-speed, direct-wired Ethernet connection (minimum 50 Mbps download/10 Mbps upload). Wi-Fi, cellular hotspots, satellite, DSL, or dial-up are not permitted.
• Audio Gear: A dedicated USB wired headset with a microphone.
• Display: Monitor resolution of at least 1600x900 and two monitors.

What We Offer

We are an employee-owned company dedicated to investing in our team's long-term personal and financial success.

• Employee Stock Ownership Plan (ESOP): Gain a real financial stake and share in our company's growth.
• Comprehensive Healthcare: Medical, Dental, and Vision coverage.
• Retirement Planning: 401(k) plan with competitive company matching contributions.
• Paid Time Off (PTO): Generous PTO to support your work-life balance.
• Paid Training and Ongoing Support: Thorough onboarding to set you up for success.
• Life and Legal Insurance: Employer-provided life insurance and specialized legal assistance benefits.

(Note: Waiting periods may apply for certain benefits.)

If you meet our technical requirements and are eager to make a meaningful impact while building a stable, rewarding career, we want to hear from you! Apply Today!

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.