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 On-Site in Columbia, SC Capitol Bridge is seeking passionate Bilingual (Spanish/English) Customer Service Representatives to 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'll embark on a meaningful journey, helping others in their time of need. Capitol Bridge provides paid, comprehensive training to 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 those impacted by 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 to 40 hours per 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 calls regarding FEMA programs Provide assistance and information to callers in both Spanish and English, reading scripted responses verbatim when required Assist callers with completing online applications and submitting them electronically 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 GED required Minimum six (6) months of customer service, secretarial, or telemarketing experience required Ability to type at least 20 WPM preferred Computer literacy and familiarity with MS Office applications required 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. Citizenship required (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 mobility required Corrected vision within the normal range Hearing within normal range (assistive devices may be provided if needed) Manual dexterity sufficient to operate computer terminals and standard office equipment Occasional movement within the department to interact with staff and accomplish tasks Screenings Candidates may be required to complete a background check and/or drug screen. Prompt responses are required to 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. #J-18808-Ljbffr