Customer Service Representative

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

📋 Description

• Act as a primary telephone contact for disaster survivors and callers in need of federal assistance, registration services, status updates, or referrals.

• Assess caller requirements utilizing established protocols and scripts.

• Provide precise FEMA-approved guidance, information, contact numbers, and referrals.

• Conduct scripted interviews and gather necessary information from callers.

• Input caller-provided data into FEMA Windows-compatible databases and authorized systems.

• Carry out Registration Intake, Basic Helpline duties, Transitional Sheltering Assistance, outbound calls, document reviews, validation, and specialized processing as assigned and trained.

• Attend pre-shift meetings and briefings to stay informed on event-specific details and policy updates.

• Adhere to FEMA-approved scripts, job aids, standard operating procedures, work instructions, and supervisory guidance.

• Maintain availability during designated production periods and meet standards for customer service, quality, productivity, attendance, schedule adherence, and call handling.

• Engage in quality monitoring, coaching, calibration, remedial training, and performance enhancement activities.

• Safeguard FEMA's personally identifiable information and other confidential data.

• Report system, security, privacy, technical, and operational issues following established protocols.

• Execute other related tasks based on FEMA support levels and relevant Call Order requirements.

⛳️ Requirements

• Must be a United States Citizen; lawful permanent residents are not eligible.

• Must be at least 18 years old.

• Must successfully complete the necessary FEMA background investigation and receive favorable adjudication.

• Must not have defaulted on federal student loans.

• Demonstrated financial responsibility is required.

• No felony convictions within the past 7 years.

• No non-medical collections amounting to $7,500 or more.

• Must meet applicable HSPD-12 and FEMA access requirements.

• Must complete the mandated DHS IT Security and Privacy Training.

• Must finish all FEMA-required training relevant to the assigned line of business.

• Must uphold required credentials and system access.

• High school diploma or GED is required.

• Ability to read, write, and speak English fluently.

• Possess professional and effective telephone communication skills.

• Basic computer proficiency and capability to operate in a Microsoft Windows-based setting.

• Ability to accurately input information while communicating with a caller simultaneously.

• Capability to follow detailed scripts, instructions, policies, and procedures.

• Ability to learn and retain information specific to the program.

• Capacity to maintain confidentiality and protect sensitive information.

• Ability to work effectively in a high-volume contact center setting.

• Maintain composure, patience, tact, and professionalism in high-stress situations.

🏝️ Benefits

• Equal Opportunity Employer, including veterans and individuals with disabilities.

• Authorized remote work from an approved location when allowed by the applicable FEMA Call Order.

• CRI-approved equipment, systems, connectivity, and security measures for remote personnel.