Customer Care Associate, Spanish

POSITION SUMMARY:

HIAS seeks a Customer Care Associate with Spanish fluency to support Customer Care services, including a hotline. The ideal candidate has strong customer service experience and approaches their work with kindness, patience and understanding.

ESSENTIAL FUNCTIONS:

• Provides excellent customer service at all times, supporting a culture of kindness, patience and understanding.
• Answers all phone calls promptly and professionally.
• Receives and responds to a high volume of inquiries from various individuals.
• Uses various means of communication to escalate calls as needed.
• Ensures all information received is documented and communicated accurately and promptly.
• Stays familiar with and maintains a good working knowledge of HIAS programs and services to better respond to inquiries.
• Effectively communicates issues, problems, ideas, concerns and information.
• Performs other duties, as necessary.

QUALIFICATIONS & REQUIREMENTS:

• Undergraduate degree preferred.
• 1-2 years of relevant work experience.
• English and Spanish fluency required.
• Exceptional customer services skills; excellent written and verbal communications skills.
• Ability to maintain composure and convey a positive attitude while interacting with clients, beneficiaries and coworkers.
• Strong cross-cultural skills, with an interest in human rights and social justice.
• Operates with a problem-solving mindset and a proven record of successfully resolving issues to the constituent’s satisfaction.
• Ability to prioritize and multi-task several urgent projects in a fast-paced environment.
• Detail-oriented, independent and reliable.

EXTERNAL REPRESENTATION:

All employees are expected to represent the organization in alignment with HIAS' mission, vision and values. Some employees of HIAS are expected to speak externally on behalf of the organization with clients, donors, affiliates, partners, etc. as part of their work-related responsibilities. Applicants for these roles acknowledge and accept the inherent risk associated with external representation of HIAS.

HIRING PROCESS: 

We are committed to a fair and respectful hiring process, and we do our absolute best to respond to every applicant. We prioritize communication and transparency with all candidates, even those who are not moving forward. Here’s a snapshot of our hiring process: 

Step 1: Submit your application! 

Step 2: Phone screen with a HIAS recruiter. 

Step 3: Video interview with the hiring manager. 

Step 4: Video interview with a panel of HIAS employees. 

Step 5: Online reference check with SkillSurvey. 

Step 6: Offer and background check with Shield Screening. 

Step 7: Start your professional journey with HIAS! 

Note: Some of our hiring processes may vary, and not all candidates will advance to each step. 

ABOUT US: 

Over one hundred years ago, the Jewish community founded HIAS (originally the Hebrew Immigrant Aid Society) in New York City, the immigrant gateway to America. Supporting Jews fleeing persecution and poverty in Eastern Europe, our founders were guided by the traditions, texts and history of the Jewish people—a history of oppression, displacement and diaspora. HIAS has since helped generations of Jews facing violence because of who they were, and HIAS remains committed to helping Jewish refugees anywhere in the world. Today, our clients at HIAS come from diverse faiths, ethnicities and backgrounds, as do our staff. We bring our experience, history and values to our work across five continents, ensuring that refugees today receive the vital services and opportunities they need to thrive. 

HIAS is a learning community, committed to diversity and inclusion. We do our work with integrity, accountability, transparency and a commitment to the highest ethical standards. We seek employees from diverse backgrounds and life experiences to join our teams located in the United States and across the globe. People who identify as BIPOC, people with disabilities, people from the LGBTQ community and people with lived experiences of forced displacement or immigration are all encouraged to apply. We are committed to building a diverse workforce that reflects our vision, mission and values. 

VISION: 

HIAS stands for a world in which refugees find welcome, safety and opportunity. 

MISSION: 

Drawing on our Jewish values and history, HIAS provides vital services to refugees and asylum seekers around the world and advocates for their fundamental rights so they can rebuild their lives. 

VALUES: 

Welcome • Acogimiento • Hospitalité • Hachnasat Orchim

We Welcome the Stranger 

Justice • Justicia • Justice • Tzedek

We Pursue Justice 

Empathy • Empatía • Empathie • Chesed

We Approach our Clients with Empathy 

Partnership • Compañerismo • Coopération • Chevruta

We Believe in Changing the World through Partnership 

Courage • Coraje • Courage • Ometz

We Act with Courage to Build a Better World 

Resilience • Resiliencia • Résilience • Ruach

We Adapt and Thrive, Continuously Demonstrating our Resilience 

DIVERSITY: 

HIAS is committed to a diverse and inclusive workplace. As an equal opportunity employer, all qualified applicants will be considered for employment without regard to race, color, national origin, ethnic background, ancestry, citizenship status, religious creed, age, sex, gender, sexual orientation, physical disability, mental disability, medical condition, genetic information, marital status, registered domestic partner or civil union status, familial status, pregnancy, childbirth, military status, protected veteran status, political orientation or other legally protected status.