Bilingual Contact Center Representative (Spanish) at SOSi · El Paso

Company Description

Founded in 1989 and headquartered in Reston, Virginia, SOSi is a private defense and government solutions business specializing in advanced technology systems and mission support. Its capabilities include data science, software development, network engineering, intelligence, surveillance, and reconnaissance (ISR), and logistics.

Job Description

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.

Qualifications

• 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.

Additional Information

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.