What are the responsibilities and job description for the Call Center Representative - (Bilingual) position at ASPEN OF DC INC?
DC SUN Bucks is the District’s summer nutrition benefit program that is operated by ESA. The program provides a one-time food benefit to families with school aged- children during the summer months. The program is designed to help households offset additional food costs when school meals are not available. Eligible families will automatically receive these food benefits based on their student’s school enrollment and participation in qualifying programs, with an application available for households not eligible through current benefit receipt.
Provide accurate, timely, and empathetic customer support to households seeking information about SUN Bucks (Summer EBT) and related benefits.
The Customer Service Representative (CSR) – serves as the primary point of contact for individuals navigating migration or relocation processes. This role is responsible for providing accurate information, guiding clients through service offerings, and ensuring a smooth, supportive customer experience from initial inquiry through case completion.
The ideal candidate combines strong communication skills with empathy, attention to detail, and the ability to manage complex or sensitive client needs.
Key Responsibilities
- Respond to customer inquiries via phone, email, and online platforms in a timely and professional manner
- Provide clear, accurate information regarding migration services, processes, requirements, and timelines
- Guide clients through service options and next steps, ensuring understanding of documentation and procedures
- Maintain detailed and accurate customer records in CRM or case management systems
- Coordinate with internal teams (e.g., case managers, legal advisors, operations) to support client needs
- Monitor case progress and proactively follow up with clients on status updates
- Resolve customer concerns or escalate issues appropriately to ensure timely resolution
- Ensure compliance with organizational policies, data privacy standards, and relevant regulations
- Support onboarding of new clients, including intake, documentation collection, and service orientation
- Identify opportunities to improve customer experience and provide feedback to management
Core Competencies
- Customer-focused mindset
- Empathy and cultural sensitivity
- Problem-solving and conflict resolution
- Time management and adaptability
- Team collaboration
Work Environment
- Call center, In-office
Salary : $20