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: May 5th Until June 1 stwith potential extention.
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

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 and PC/Laptop with Windows 7, 8, or 10.
• Browsers required: Chrome, Edge, or Firefox.
• Open availability, including weekends.

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’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.