Bilingual Contact Center Agent

Our client, a reputable organization in the non-profit sector, is seeking a Bilingual Contact Center Agent to deliver exceptional support for their emergency response initiatives. This role entails managing both inbound and outbound calls, providing a unique opportunity to make a meaningful impact.

Location: Fully Remote
Contract Length: Monday Jun 22 to Sunday July 12 with potential extention.
Hours: 35 hours per week (5 days across 7 days)
Shift Schedule:

• Afternoon = 12pm to 8pm EST
• Night = 8pm to 4am EST

Key Responsibilities:

• Deliver first-tier 24/7/365 emergency response to individuals affected by critical situations.
• Handle inbound calls, assess needs, and ensure appropriate follow-ups.
• Make outbound calls to communicate vital information and mobilize on-call personnel.
• Collect and document detailed information from callers for timely processing.
• Dispatch information to relevant teams or individuals as necessary.
• Uphold confidentiality and adhere to established protocols, even during disruptions.
• Communicate effectively with diverse stakeholders, providing empathy and reassurance.
• Contribute to the enhancement of procedures and processes.
• Accurately complete electronic forms using a CRM system.

Qualifications:

• Fluently bilingual in English and French.
• Minimum of 6 months of call center or receptionist experience.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication skills, ensuring clarity and conciseness.
• Proven ability to manage stress effectively in high-pressure situations.
• Experience with CRM databases and cloud-based contact center systems.
• Autonomous and proficient in using computer systems in a virtual environment.
• Keen attention to detail and accuracy.
• Intermediate to advanced skills in Outlook, Excel, and Word.
• Must have an additional monitor (2 in total) and PC/Laptop with Windows 7, 8, or 10.
• Browsers required: Chrome, Edge, or Firefox.
• Open availability, including weekends and ability to work on rotational schedule.

This position not only offers the chance to join a dynamic team but also to contribute to vital emergency response efforts. If you have a passion for delivering excellent service and thrive in a fast-paced environment, we invite you to apply!

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.