Call Center Representative, Communication Assistant

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Handle and process relay calls for consumers.

• Facilitate communication between deaf, hard of hearing, or speech-impaired individuals and hearing consumers via telephone.

• Operate telephone/audio and relay processing equipment.

• Deliver exceptional service quality to all consumers.

• Listen to spoken words and convert them into text on a computer.

• Read aloud messages from device users and type voiced messages along with background sounds for device users.

• Translate written ASL messages into conversational English.

• Express callers' feelings and emotions through appropriate voice inflection.

• Accurately relay the content of calls without interfering in conversations.

• Adhere to TRS quality standards regarding accuracy and speed.

• Report any technical issues identified to the relevant staff.

• Uphold strict consumer confidentiality during and after employment.

⛳️ Requirements

• Must be at least 18 years old.

• High School Diploma or equivalent is required.

• Successful completion of an essential skills assessment conducted by recruiting staff.

• Capable of typing at a speed of 60 words per minute with 95% accuracy to complete training and manage general (English) relay calls.

• Flexibility to work varied schedules based on business needs; consistent schedules are not guaranteed.

• Availability to work weekdays, weekends, overnights, and holidays.

• Strong customer service experience and a calm, relaxed demeanor.

• Excellent communication abilities.

• Proficient in hearing using audio and telephone equipment.

• Clear and accurate speech, with the ability to pronounce and enunciate complex words and sentences.

• Ability to communicate verbally with appropriate voice inflection, tone, and volume adjustments.

• Capability to read text aloud from a computer.

• Strong typing skills with high accuracy rates.

• Proficient in grammar and spelling.

• Ability to learn and comprehend complex computer communication software, shortcuts, and command functions.

• Capacity to work effectively in a fast-paced environment.

• Must have a private and quiet office space with a closed door.

• Hard-wired internet connection via ethernet cable is required.

• High-speed internet connection (minimum 3.0 MG download; 1.2 MG upload); satellite connections are not permitted.

• Access to a mobile device with a camera is necessary.

• Access to personal or public device/PC with a USB-C port.

• Must reside and work in Minnesota.

• Required to attend full training from Monday to Friday, 9:00 AM–3:00 PM, for 3–4 weeks.

🏝️ Benefits

• Opportunity to work remotely (must meet qualifications).

• Hiring for both full-time and part-time positions.

• Eligible for salary increases biannually.

• Paid time off available for all employees.

• Remote Work Stipend provided.

• Employee Assistance Program available immediately at no cost to employees.

• Rewards for employees demonstrating good attendance and performance.

• Eligibility for student loan forgiveness due to non-profit status.

• Shift differentials available for overnight shifts, Speech to Speech, and Bilingual agents.

• No sales, no quotas, no tech support, and no conflict de-escalation with customers.