Call Center Associate

Epsilon, Inc

Call Center Associate

Location: Weaverville, NC

Position Summary: Epsilon has an IMMEDITATE NEED for motivated call center associates. We are in urgent need of bilingual (English/Spanish) candidates, however we have positions for both bilingual and non-bilingual associates.  We anticipate needing over 100 associates, so please share this opportunity with others who can help! 
You will be directly supporting those in need of emergency assistance, housing, and referrals to other support organizations. Help your fellow citizens in need through the recovery process from recent devastating events.
We have full time and part time positions available in 8-10 hour shifts, from 7am to 11pm eastern time, 7 days per week, to start in late October upon completion of a government background check. The work will run until call volumes die down and the relief effort is stabilized. We expect this effort to be in operation until at least the New Year. The work environment will be a high volume and fast-paced inbound call center. All positions are eligible for time and a half overtime.
We are accepting applications now and are interviewing immediately!  Following the initial selection and successful completion of background check, work will start within 2-3 weeks.

If you would like to speak with an HR representative directly about this position please call 828-398-5494.

Position Responsibilities:
Serve as a direct point of contact for individuals registering for federal assistance and seeking relief program referrals through multimodality applications, e.g. phone, live chat, email, and social media.
Conduct an interview and/or inquiry with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance.
Perform additional duties assigned based on the level of support to the event. Examples include, but are not limited to: Helpline (HL), Rental Resources, Transitional Sheltering Assistance (TSA), Pre-Placement Interviews (PPI), Indexing, National Emergency Family Registry Locator System (NEFRLS) database, and tracking donation offers from the public.
Complete all data entry while the individual seeking assistance or information is actively communicating.
Attend all scheduled shift meetings to receive event specific information prior to beginning shift.
All work; e.g. data entry, shall be done while the disaster survivor is on the phone. No work; e.g. case work, shall be done after the caller hangs up.

Essential Skills, Experience, and Certifications:
Must be a United States Citizen, 18 years of age or older.
Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications.
Must have the ability to be empathetic and patient while on the phone
Read, write, and speak English fluently.
Language Proficiency: Bilingual preferred, Spanish and English
Have knowledge and experience with personal computers in a Microsoft Windows-based environment.
Must have strong typing and database entry skills
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Experience in a call center or customer service environment preferred

English Speakers: $16.00HR with the opportunity for Overtime Pay
Bilingual (Spanish/English) Speakers: $17.00HR with the opportunity for Overtime Pay

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.

Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
If you would like to speak with an HR representative directly about this position please call 828-398-5494.



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