{"id":294344,"url":"https://alion.io/job/istapersonnel-bilingual-call-centre-agent-spanish-english-usa-hours-remote","title":"Bilingual Call Centre Agent (Spanish-English) | USA Hours (Remote)","company":{"id":4411,"name":"ISTA Personnel Solutions","domain":"istapersonnel.com","url":"https://alion.io/company/istapersonnel","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":82,"open_postings":12,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-23T19:41:30Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T15:02:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":0},"description":"ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international U.S. clients and integrate our staff members directly within our clients’ operations. We focus on long-term placements where you become an integral part of the client’s team.\nWe are looking for experienced, professional and dependable Bilingual Call Centre Agents who are fluent in Spanish and English to join our remote customer operations team supporting U.S.-based clients, with a strong focus on the healthcare and homecare sectors.\nYou will be responsible for handling inbound customer calls, taking accurate messages, assisting with basic enquiries and following client-specific processes, escalation procedures, and on-call instructions.\nThis is a fully remote role requiring excellent bilingual communication skills, reliability, attention to detail and the ability to work independently.\nPLEASE NOTE:\nWorking Hours: This is a 24/7 rotational shift environment.\nCandidates must be comfortable working:\nRotational shifts from Monday to Sunday\nDay, evening and night shifts\nWeekends\nSouth African and/or U.S. public holidays when scheduled\nExact shift times will depend on the campaign and may change in line with U.S. daylight savings time.\nYou will be required to work on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).\nInternet Requirements: A fixed fibre line with a minimum speed of 25 Mbps upload and 25 Mbps download and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.\nPower Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.\nWork Environment: This is a fully remote working role.\nKey Responsibilities:\nAnswer inbound customer calls professionally and courteously in Spanish and English.\nListen carefully and establish the reason for each call.\nAssist with basic customer or patient enquiries using approved processes and information.\nAccurately capture caller details, messages and interaction notes.\nFollow client-specific scripts, workflows and escalation procedures.\nEscalate urgent or complex matters to the appropriate on-call person or department.\nHandle frustrated or emotional callers calmly and professionally.\nComplete outbound calls or callbacks where required.\nNavigate multiple systems while communicating with customers.\nMaintain accurate records and protect confidential customer and patient information.\nMeet campaign requirements relating to attendance, quality, productivity and customer service.\nRequirements:\nFluency in both Spanish and English, spoken and written, is mandatory.\nGrade 12 / Matric or equivalent.\nPrevious call centre, contact centre or customer-service experience.\nPrevious experience assisting customers telephonically.\nExcellent spoken and written communication skills.\nClear, professional telephone communication.\nStrong listening, questioning and customer-service skills.\nGood computer literacy and the ability to work across multiple systems.\nStrong attention to detail and accurate data-capturing skills.\nAbility to remain calm and professional when dealing with difficult or urgent calls.\nReliable attendance and strong schedule adherence.\nAbility to work independently in a fully remote environment.\nFull flexibility to work 24/7 rotational shifts, including days, evenings, nights, weekends and public holidays.\nAdvantageous Experience:\nExperience in any of the following will be beneficial:\nHealthcare, medical or home-care environments\nPatient support or medical reception\nU.S. or international call-centre campaigns\nInbound customer service\nAfter-hours or on-call support\nInsurance verifications and authorizations\nRemote contact-centre operations\nFive9 or similar cloud contact-centre platforms\nCRM systems such as Salesforce, Zendesk or similar\nWhat We Are Looking For:\nWe are looking for people who are:\nReliable and punctual\nProfessional and customer-focused\nFluent and confident in both Spanish and English\nCalm under pressure\nAccurate and detail-oriented\nComfortable following established procedures\nAble to use judgement when deciding when to resolve or escalate an issue\nAdaptable and quick to learn new systems and client processes\nCoachable and accountable\nSuccessful candidates will receive structured onboarding, campaign training, systems training and ongoing quality feedback and coaching.\nPlease only apply if you are genuinely fluent in Spanish and English and are comfortable working rotational U.S. shifts, including evening/night shifts, weekends and public holidays.\nIf you are not contacted within 14 working days, please consider your application unsuccessful.","description_format":"text","description_chars":4817,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-05T14:36:50Z"},{"event":"close","at":"2026-09-15T10:20:58Z"},{"event":"reopen","at":"2026-09-23T17:08:48Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:0","stale_co","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/istapersonnel-bilingual-call-centre-agent-spanish-english-usa-hours-remote","json_url":"https://alion.io/job/istapersonnel-bilingual-call-centre-agent-spanish-english-usa-hours-remote.json","meta":{"generated_at":"2026-09-24T15:44:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}