Bilingual (Spanish/English) Customer Service Representative - FEMA

Make a Difference with FEMA: Join Our Customer Service Team in Columbia, SC!

Please note -- this is a Temporary Full-time/Contract Position

Capitol Bridge is seeking passionateBilingual (Spanish/English) Customer Service Representativesto join our Columbia, South Carolina team. This is your opportunity to support individuals affected by disasters through our collaboration with FEMA. We need dedicated Data Operators (Level I) eager to contribute positively to our customers' experiences.

Why Join Us?
As part of our team,you'llembark on a meaningful journey, helping others in their time of need. Capitol Bridge providespaid, comprehensive trainingto ensure you are fully prepared with the tools and knowledge to deliver unparalleled service, support, and professionalism to every caller.

Your Impact Starts Here
By joining us, you play a critical role in our mission to aid thoseimpactedby disasters. If you are enthusiastic about making a significant impact and ready to elevate your career in customer service, we invite you to apply.

This position is contingent upon project award and contract approval.

On-Site Hours of Operation:7:00 AM - 11:00 PM (may vary based on company needs)

Compensation:$17.75/hour Health & Welfare (H&W) contribution
Health & Welfare (H&W) dollars are contributed by your employer to help pay for your benefit coverage as required by the Service Contract Act. H&W applies to all paid hours (including PTO, excluding overtime) up to40 hoursper week.

Pay and Benefits

• Paid Holidays

• Paid Time Off (PTO)

• A variety of shifts to meet lifestyle and family goals

• Fun, professional atmosphere

• Leadership support to ensure success in a meaningful career

• Opportunities for promotion and career advancement

Responsibilities (include but not limited to):

• Respond to inbound and occasional outbound callsregardingFEMA programs

• Provide assistanceand information to callers inboth Spanish and English, reading scripted responses verbatim whenrequired

• Assistcallers with completing online applications andsubmittingthem electronically

• Utilize standard technology such as computer, telephone, email, and web browser

• Log call activity and document all inquiries in applicable systems

• Respond to inquiries consistent with confidentiality and privacy policies, referring callers when appropriate

• Maintain updated knowledge of Contact Center performance requirements as well as corporate and project policies and procedures

• Meet Quality Assurance (QA) and other key performance metrics

• Work closely with supervisors to resolve difficult or complex customer interactions

Education, Skills, and Qualifications

• Bilingual fluency in Spanish and English (verbal and written)required

• High School Diploma or GEDrequired

• Minimum six (6) months of customer service/secretarial/telemarketing experiencerequired

• Ability to type at least 20 WPM preferred

• Computer literacy and familiarity with MS Office applicationsrequired

• Ability to work nights, weekends, overtime, and holidays as needed

• Strong interpersonal skills and ability to manage multiple tasks simultaneously

• Experience with and/or ability to use call center telephony equipment preferred

• U.S. Citizenshiprequired(lawful permanent residents are not eligible)

• Ability to pass a federal background check

Physical Requirements and Work Environment

• Prolonged sitting throughout the workday with occasional mobilityrequired

• Corrected vision within the normal range

• Hearing within normal range (assistive devices may be provided if needed)

• Manual dexterity sufficient tooperatecomputer terminals and standard office equipment

• Occasional movement within the department to interact with staff andaccomplishtasks

Screenings

Candidates maybe requiredto complete a background check and/or drug screen. Prompt responses arerequiredto avoid disqualification.

Equal Employment Opportunity Statement

Capitol Bridge is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations where we operate.