Contact Center Agent – Helpline, Tier 2

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, addressing inquiries regarding previous registrations or providing referrals to relief programs.

• Engage with callers with patience, courtesy, and empathy to assess their needs and offer appropriate instructions or referrals.

• Conduct scripted interviews and accurately input the information provided by callers into FEMA’s Windows-compatible NEMIS-IA database.

• Complete data entry while on the call with the survivor, limiting after-call work to no more than 10 seconds in the event of a dropped call.

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

• Perform other tasks as assigned according to FEMA’s support level, including Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document reviews.

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

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

• Adhere to scheduling and interval service-level requirements.

• Engage in quality-control monitoring and evaluation, including at least three evaluated calls or cases each week.

• Implement real-time coaching feedback.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Must be a U.S. citizen, at least 18 years of age, and capable of obtaining and maintaining favorable suitability adjudication by FEMA/DHS before commencing 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 public-facing support is preferred.

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

• Must successfully complete identity verification via Login.gov.

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

• High school diploma, GED, or equivalent is required.

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

• Bilingual agents must have fluency in both English and Spanish.

• Ability to accurately follow detailed scripts, program guidelines, job aids, reference materials, and established procedures.

• Capability 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 questions within assigned authority.

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

• Must maintain a secure workspace and report any suspected security or privacy incidents.

• Ability to sit for extended periods and work at a computer.

• Must fulfill pre-employment qualifications set by Cherokee Federal.

🏝️ Benefits

• Up to a 6% company match on 401(k).

• Paid time off.

• Medical, dental, and vision insurance coverage.

• Prescription drug coverage.

• Basic life and AD&D insurance.

• Options for supplemental life insurance.

• Coverage for short-term and long-term disability.

• Paid holidays.

• Employee Assistance Program (EAP).

• Flexible Spending Account (FSA) options available.

• Health Savings Account (HSA) options available.

• Support for professional development, training, and certification.

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