Contact Center Agent – Helpline, Tier 1

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

📋 Description

• Act as the primary contact for individuals and families seeking federal disaster assistance.

• Address inquiries regarding previous registrations and offer referrals to relief programs.

• Conduct structured interviews while accurately inputting caller details into FEMA’s NEMIS-IA database.

• Complete data entry during the call, allowing a maximum of 10 seconds for after-call work if the call disconnects.

• Provide contact information and agency referrals for additional support organizations and disaster assistance providers.

• Undertake extra event-support tasks, which include Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document reviews.

• Attend mandatory pre-shift briefings lasting up to 30 minutes.

• Achieve average handle-time benchmarks of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline.

• Adhere to scheduling standards and interval service-level expectations.

• Engage in quality-control assessments and evaluations, including at least three reviewed calls or cases weekly.

• Implement real-time coaching feedback.

• Protect sensitive information while supporting FEMA’s disaster assistance objectives.

• Execute other assigned responsibilities.

⛳️ Requirements

• Must be a U.S. citizen, at least 18 years old, and capable of obtaining and retaining FEMA/DHS favorable suitability adjudication prior to starting training or call-handling tasks.

• Must have lived in the United States for a minimum of three out of the last five years.

• Previous experience in customer service, contact centers, administrative roles, clerical work, or other public-facing support positions is preferred.

• Proficient in using Microsoft Windows, Word, Excel, PDF documents, telephone systems, and a variety of computer applications, including dual-screen workstations.

• Must successfully undergo identity verification through Login.gov.

• Must pass E-Verify employment eligibility verification and provide a Social Security card issued by the Social Security Administration.

• High school diploma, GED, or equivalent required.

• Excellent English reading, writing, and verbal communication skills are essential.

• Bilingual candidates must be fluent in both English and Spanish.

• Ability to follow detailed scripts, program guidance, job aids, reference materials, and established procedures while ensuring accuracy.

• Capacity to navigate multiple Windows-based applications and FEMA systems while conducting live telephone interviews.

• Proficient in accurately collecting, entering, and reviewing caller information, assessing needs, providing instructions and referrals, and addressing inquiries within authorized limits.

• Ability to protect PII, Sensitive PII, Sensitive But Unclassified, and For Official Use Only information.

• Must be able to sit for extended periods and work on a computer.

• Must meet pre-employment qualifications of Cherokee Federal.

🏝️ Benefits

• Up to a 6% 401(k) company match.

• Paid time off.

• Medical, dental, and vision insurance.

• Prescription drug coverage.

• Basic life and AD&D insurance.

• Options for supplemental life insurance.

• Short-term and long-term disability coverage.

• Paid holidays.

• Employee Assistance Program (EAP).

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Support for professional development, training, and certification.

• Voluntary benefits for accident, critical illness, and identity theft protection.

• Military-friendly employer.

• Reasonable accommodations available for qualified individuals with disabilities or sincerely held religious beliefs.