Remote Call Center Agent (Bilingual Eng/French - Employee Assistance Program)

TEKsystems; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading IT services provider is seeking a Bilingual Contact Position to support its Employee Assistance Program (EAP) in Toronto. In this fully remote role, you will handle inbound calls, guiding individuals through available resources with empathy. The ideal candidate has experience in call centers, especially in dealing with hardship situations, and is proficient in Microsoft Office. Offering a pay rate of $21.00 per hour, this contract-to-hire position values emotional steadiness in crisis management.

Qualifications

• 1+ year of experience in an inbound call center role, ideally dealing with hardship calls.
• Demonstrated strong empathy and active listening skills.
• Fluency in both French and English for caller communication.

Responsibilities

• Handle inbound calls for EAP services and provide clinical intake support.
• Guide callers through support options including counseling and mental health resources.
• Respond to crisis calls with calm and professionalism.

Skills

Bilingual in English and French

Empathy

Active listening

Crisis management

Call center experience

Tools

Microsoft Office Suite

Job description

Job Overview

This position serves as the first point of contact for individuals accessing an employer‑provided Employee Assistance Program (EAP). EAP services support employees facing personal or work‑related challenges that may affect their well‑being or job performance. In this role, you’ll provide compassionate, solution‑focused guidance and help connect callers with the appropriate resources.

Key Responsibilities

• Handle inbound calls for EAP services, providing support on the clinical intake side.
• Guide callers through available support options, including counseling, mental health professionals, and other program resources.
• Schedule appointments with appropriate providers based on member needs.
• Respond to crisis or high‑distress calls with calm, professionalism, and emotional steadiness.
• Demonstrate strong empathy and active listening when supporting individuals experiencing emotional, personal, or mental health challenges.
• Communicate fluently in both French and English, ensuring clarity and comfort for all callers.
• Navigate multiple systems and screens simultaneously while maintaining accuracy and efficiency.
• Manage a high call volume, typically 30–50 calls per day.
• Apply prior experience supporting vulnerable or distressed individuals, ideally within an EAP or similar environment.
• Leverage prior service‑center or call‑center experience to deliver consistent, high‑quality support.

Must Have Experience / Skills

• Bilingual (verbal and written) in both English and French.
• 1+ year of experience in an inbound call center role, ideally dealing with hardship calls.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).

Job Type & Location

Contract to Hire, based in Toronto, ON. This is a fully remote position.

Pay Range

$21.00 – $21.00/hr.

Equal Opportunity Employer

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 844 895‑8598 or email …