Call Center Representative, Communication Assistant

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

📋 Description

• Accept and place relay calls for consumers.

• Facilitate communication between deaf or hard of hearing individuals and hearing individuals via telephone.

• Deliver the highest quality of service to all consumers.

• Listen to audio and spoken words, then voice or transcribe them into text on a computer.

• Read messages aloud that are typed by device users, and type spoken messages and background sounds for device users.

• Translate written ASL messages into conversational English.

• Convey the emotions and feelings of callers through voice inflection.

• Accurately relay the contents of calls without intervening in the conversation.

• Uphold TRS quality standards for both accuracy and speed.

• Report any identified technical issues to the appropriate staff members.

• Maintain strict confidentiality regarding consumer information during and after employment.

• Complete a four-week fully online training program.

⛳️ Requirements

• Must be 18 years of age or older.

• Possess a minimum of a High School Diploma or equivalent.

• Ability to pass an essential skills assessment conducted by recruitment staff.

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

• Availability to work varied schedules based on business requirements; consistent schedules are not guaranteed.

• Willingness to work on weekdays, weekends, overnights, and holidays.

• Excellent customer service experience with a calm and relaxed demeanor.

• Strong communication skills.

• Ability to hear using audio and telephone equipment.

• Clear speaking ability and proper pronunciation of complex words and sentence structures.

• Proficiency in verbal communication using voice inflection, adjusting tone and volume as necessary.

• Capability to read text aloud from a computer.

• Excellent typing speed and accuracy.

• Strong grammar and spelling skills.

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

• Capacity to work in a fast-paced environment.

• A private and quiet office space with a closed door.

• A hard-wired internet connection via ethernet cable.

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

• Access to a mobile device with a camera.

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

• Candidates must reside and work in Minnesota.

• Must attend all hours of the four-week virtual training, Monday–Friday, from 9:00 AM to 3:00 PM.

🏝️ Benefits

• Opportunity to work from home.

• Paid time off for all employees.

• Remote Work Stipend.

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

• Employee rewards for 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.

• Positions available for both full-time and part-time work.