Customer Service Specialist (Bilingual) – Framingham, Massachusetts

A community-focused organization is seeking a Customer Service Specialist to support families in accessing child care financial assistance and related resources. This hybrid role involves assisting callers via phone and referral services, maintaining accurate records across multiple online platforms, and providing compassionate, data-driven support. Some of the calls will be with residents of Massachusetts whose first language is not English. 

The position offers an estimated pay range of $20 - $24 per hour.

Shift

• Onsite in Framingham, MA
• Monday to Friday schedule: 7:00 AM-3:00 PM or 8:00 AM-4:00 PM

Why This Job Is Awesome / Your Impact

• Make a meaningful difference in families' lives by guiding them through assistance eligibility
• Offer compassionate, accurate support connecting callers to local resources
• Contribute to efficient case management and data accuracy in statewide systems
• Develop expertise in social service policies and referral processes
• Support community disaster-response efforts and special projects

Responsibilities

• Determine families' eligibility for child care subsidies
• Add qualified families to the statewide wait list accurately
• Provide information about local child care programs and providers
• Enter data accurately into multiple online systems
• Identify family needs and make appropriate referrals
• Follow department policies and guidelines
• Complete call reports promptly using the designated database
• Support special projects and community response efforts
• Maintain data integrity and follow protocols
• Use empathy and active listening to support callers

Required Skills & Experience

• Minimum 1 year of relevant experience in customer service or data entry
• Strong computer skills, including managing multiple platforms and databases
• Ability to toggle between multiple screens efficiently
• Ability to learn policies and systems quickly
• Bilingual proficiency in Spanish, Portuguese, or Haitian Creole is required for this role

Preferred Skills & Experience

• Call center experience preferred
• Experience handling high-volume calls and sensitive information
• Strong organizational and multitasking skills
• Effective communication and empathy skills