New

Spanish Call Center Associate

22nd Century Technologies, Inc.
Pay rate: $20 - $24/hour on w2
United States, Texas, Dallas
Apr 09, 2026
Job Title: Spanish Call Center Associate Location: Dallas, TX 75202 Duration: Contract 3 + Months Job Mode: On-Site Pay rate: $20 to $24/hour on w2 without benefits Shift hours: Monday through Friday Regular Hours Summary: Job Profile Summary Under general supervision of the Supervisors in Customer Relations & Support, investigates, addresses and resolves escalated issues and complex customer concerns within DART's transportation system. Serves as a key liaison between customers and internal departments, conducting thorough investigations, coordinating comprehensive resolutions, and implementing strategic initiatives to enhance service quality and customer satisfaction. Role and Responsibilities: Manage incoming customer concerns by conducting thorough intake processes, accurately documenting complaints, requests, suggestions and commendations with proper grammar, punctuation, and attention to detail. Demonstrate empathy and active listening skills while coordinating with departments to ensure timely response and follow-up on all customer matters. Initiate outbound customer contact as needed to conduct follow-up or gather additional information necessary for complaint resolution. Network and interface with various DART departments to research and investigate customer concerns. Gather comprehensive information from multiple sources and build rapport with key contacts to facilitate thorough case resolution. Conduct comprehensive investigations to validate customer concerns and identify root causes. Analyze operational processes, service delivery, and system performance. When appropriate, recommend courses of action to expedite customer resolution and improve service delivery processes based on investigation findings and customer feedback analysis. Assist with ongoing customer service projects designed to promote DART services and enhance customer experience. Maintain detailed project documentation and progress reports. Prepares reports regarding job duties and activities such as weekly scheduled activities and status. Process mobile ticketing application Back Office including but not limited to account adjustments and billing inquiries while maintaining strict accuracy and confidentiality standards. Prepare comprehensive reports on job duties, activities, and customer resolution outcomes. Maintain detailed records of customer cases and resolution progress. Maintain, monitor and operate communication equipment including phone systems, headsets, and specialized customer service technology. Report equipment malfunctions promptly to appropriate personnel to ensure continuous service delivery. Utilize advanced transit management systems including Swiftly, Trapeze, and internal databases, etc. to research and provide accurate, real-time information to customers. Other duties as assigned to support department objectives and customer satisfactions goals. Knowledge, Skills, And Abilities Required: Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications. High school diploma or equivalent; additional education or certification in customer service is a plus. Four (4) years' experience in a high-call volume center environment with demonstrated proficiency in handling escalated customer complaints and complex issue resolution. Proven track record of de-escalation techniques and conflict resolution. Experience with multi-channel communication platforms (Phone, email, chat, etc.) Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles Advanced proficiency in Microsoft Office suite and related software applications Demonstrated expertise in customer relationship management (CRM) systems and database navigation Ability to work variable shifts, irregular hours, nights and weekends.