Location: Fully Remote
Contract Length: 5 Weeks (with the possibility of extension)
Hours: 35 hours per week (5 days across 7 days)

• Shift Schedule:
  • Overnight: 12 PM – 8 PM
  • Evening: 8 PM – 4 AM
  • Morning: 4 AM – Noon

Position Type: Full-Time and Part-Time positions available

Our client, a respected organization in the non-profit sector, is seeking a Bilingual Contact Center Agent to provide high-quality support for their emergency response initiatives. This role involves both inbound and outbound call management and offers the opportunity to make a meaningful difference.

Key Responsibilities:

• Provide first-tier 24/7/365 priority emergency response to individuals impacted by events threatening their health or life.
• Answer inbound calls, assess caller needs, and provide appropriate follow-ups.
• Make outbound calls to relay important messages or mobilize on-call duty personnel.
• Collect and record detailed information from callers and ensure timely call processing.
• Dispatch information to the appropriate teams or individuals as required.
• Maintain confidentiality and adhere to established protocols during telephone or technological disruptions.
• Effectively communicate with diverse stakeholders, demonstrating empathy, calmness, and reassurance—especially with beneficiaries.
• Contribute to procedure and process improvement initiatives.
• 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 skills.
• Excellent communication skills (clear and concise).
• Demonstrated ability to manage stress effectively in high-pressure environments.
• Experience with CRM databases and cloud-based contact center systems.
• Autonomous and proficient in using computer systems, with the ability to work in a fully virtual environment.
• Keen attention to detail and accuracy.
• Intermediate to Advanced skills in Outlook, Excel and Word
• Must have an additional monitor & PC/Laptop with Windows 7, 8, or 10 setup 
• Browsers installed: Chrome, Edge, or Firefox.
• Own cell phone and plan for outbound calling use (phone number will be hidden)
• Open availability, including weekends.

This position offers the chance to join a dynamic team and contribute to critical emergency response efforts. If you’re passionate about providing excellent service and thrive in a fast-paced environment, we encourage you to apply!

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.