Job description

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline team members. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family.

TELUS International, Inc operates in 24 different countries, including the US, with over 50,000 team members. And now we are launching our newest contact center site, in North Charleston to be specific! We're looking for great local talent to work in our exciting and engaging new site.

Location of Work:

This position is fully remote - Work from Home. This position requires candidates to be located within cities of Houston, TX, San Antonio, El Paso, TX, Tucson, AZ, or Phoenix, AZ. All candidates must meet the work from home requirements outlined in this job description.

Position Overview:

Bilingual Disaster Relief Support Representatives will assist callers with questions and concerns around local and state emergencies, supporting FEMA, in both English and Spanish. This position will be in a high volume, fast paced, and multi-tasking environment. We are looking for fluent English and Spanish speaking individuals who will help customers in need via telephone, and handle online chat, and email in both languages.

This position is only temporary and may last up to 90 days. The duration of this assignment may end at any time based on business needs with or without prior notice.

• Serve as a direct point of contact for individuals registering for federal assistance, asking questions about a prior registration and seeking relief program referrals via the call center.

• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.

• Enter information into FEMA’s Windows-based computer database as required, while following instructions and conducting a scripted interview.

• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.

• Perform additional duties assigned based on FEMA’s level of support to the event. Examples include but are not limited to: Registration Intake (RI), Helpline (HL), Transitional Sheltering Assistance (TSA), performing outbound calls, conducting document reviews, and providing referrals to other disaster assistance providers.

• Attend all scheduled shift meetings to receive event specific information prior to beginning shift.

Required Experience, Skills & Competencies:

• Very customer service focused, able to deal with customers in a friendly and polite manner

• Passionate about customer service and being an advocate for our customers

• An effective team player who can also work independently

• Comfortable working in a fast-paced environment and able to adapt to change efficiently

• Proven ability to deal with problems and solve them effectively

• Excellent written and spoken English language communication skills

• Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)

• Professional phone demeanor

• Have knowledge and experience using personal computers in a microsoft windows environment

• Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week.

• High school diploma or equivalent

• Ability to pass a federal background check

• Must be a US Citizen

• Must be fluent in both English and Spanish (read, write and speak)

Work-From-Home Requirements

• Dedicated, private home workspace free of distractions and interruptions

• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps

• Understand own network environment at home

• Ability to troubleshoot own devices & connectivity

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Job Type: Full-time

Salary: $19.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekend availability

Work Location: Remote

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