Bilingual Communicator

Essential Knowledge, Skills and Abilities:

Job Title: Bilingual Communicator

Department: Workspace Operations

Reports To: Workspace Director

FLSA Status: Non-Exempt/ Hourly

Supervise the work of others: No

Position Summary:
Under the direction of workspace management, a Bilingual Communicator handles inbound and outbound
telephone calls and related responsibilities that could involve raising funds/donations, sales, suggestive
selling/upgrades, customer service, donor/volunteer recruitment, or addressing customer service issues in
both Spanish and English.

Duties and Responsibilities:

This list is not comprehensive but meant to represent the most common or important duties of the
position.

Other duties are required and/or assigned.

• Initiates interactive conversations with customers, donors, and others, by phone, chat or email (if
• applicable); to raise funds, sell products and services, recruit volunteers or address/resolvecustomer service issues
• Provides professional and pleasant customer experience on behalf of InfoSense, clients as per

client mandated contracts and expectations through the following actions:

o Initiates/greets/opens dialogue with customer/donor
o Follows client scripting or call flow procedures
o Acknowledges objections and attempts to overcome them
o Provides product and service features (if applicable), upsells products, memberships,
services
o Updates relevant information in InfoSense or client electronic systems to ensure records
are accurate and complete

• Complies with Employee Telephone Conduct Agreement and other InfoSense and/or client
• policies, best practices, protocols/procedures and The Hourly Employee Handbook

Minimum Qualifications:

• High school diploma or general education degree (GED) preferred; or one to two years related
• experience and/or training
• Ability to learn, retain, and apply training materials presented in class and through continuing education.
• Critical features of this job are described below.
• A Communicator must have the ability to: communicate with clients, customers, and other employees of the organization and equipment (as needed);**Reasonable accommodations may be made to enable persons with disabilities, under the ADA, to perform essential job functions. Special/ Additional Requirements: Persons in this position may be required to pass a drug and alcohol, credit, and/or criminal background check. Employees must be able to work five (5) days per week, including day shift, mid-shift, and night shift (this schedule may vary based on start and end times). Weekend hours may also be required.
• Ability to listen, read, speak, and verbally communicate in both Spanish and English
• Ability to proficiently communicate using written means/ basic computer skills
• Must meet and utilize all current technical requirements and equipment needs
• Must effectively communicate with others using both verbal and written means (email, chat)
• Must be able to listen, read and speak, verbally communicate for hours at a time
• Perform basic computer functions-mouse manipulation, typing, etc.
• Present information effectively in one-on-one conversation
• Read, analyze, and interpret written material as it appears on your computer screen
• Respond appropriately and professionally to feedback
• Respond effectively to questions from Virtual Communicators, peers, supervisors, managers,
• Use equipment such as, but not limited to: headsets, telephones, computers and other office
• Use Microsoft Office 365 and related products.
• Work independently
• Work in a fast-paced environment.
• Must be able to work virtually (work at home) and/or in a brick-and-mortar location (if applicable).
• Must be able to meet the minimum technology requirements to work virtually.

Technical Requirements (Work-from-Home Setup)

Computer:

• Windows 11 PC/laptop
• Minimum 8 GB RAM, Intel Core i3 or higher
• Windows S Mode not supported (switchable in Windows Store)
• Macs, tablets, Chromebooks, or smartphones are not supported

Telephone Requirement:

• Although the phone calls do not go through your phone, you are required to have access to a phone for a “PIN call” for verification purposes
• Multi-Factor Authentication (MFA) for Office 365 is required for all users outside of our corporate network (i.e., Microsoft Teams), which also requires a phone
• A cell phone is preferred but a landline number can also be used

Internet:

• High-speed internet: minimum 50 Mbps download / 5 Mbps upload
• Please note speeds vary throughout the day, and if you have others in your household using the same internet while you are working, your speeds will need to be higher than those listed above to account for their usage
• ISP must be STABLE and located within the USA and its territories
• If others in the home are using the internet, minimum speeds will need to be higher to account for usage
• Mobile Hotspots (T-Mobile, Verizon), Satellite, and VPNs are NOT permitted
• We require a hard-wired connection using an Ethernet cable or LAN cable to router/modem – We recommend a Cat5 (Category) Ethernet cord or higher.

Other Equipment

• External mouse
• The only headset that will work with our system is a Single USB connection without a 3.5mm (headphone jack) connection. If you buy a USB headset that also has a 3.5mm (headphone jack) connection, it will not work to make calls with our system.
• Webcam (must remain on during training)
• Quiet, distraction-free home workspace
• 14-inch monitor
• Speakers

Pay: $10.50 per hour

Benefits:

• Flexible schedule
• Paid time off

Work Location: Remote