Customer Service Representative
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Job Description
FEMA call center representative assisting disaster survivors with registrations, status inquiries, and referrals. Processing caller information while protecting sensitive data under strict security requirements.
Responsibilities:
- Serve as a direct telephone point of contact for disaster survivors and callers seeking federal assistance, registration services, status information, or referrals
- Determine caller needs using approved procedures and scripts
- Provide accurate FEMA-approved instructions, information, telephone numbers, and referrals
- Conduct scripted interviews and collect required caller information
- Enter caller-provided information into FEMA Windows-compatible databases and approved systems
- Perform Registration Intake, Basic Helpline, Transitional Sheltering Assistance, outbound calling, document review, validation, and specialized processing when assigned and trained
- Attend pre-shift meetings and briefings and remain current on event-specific information and policy changes
- Follow FEMA-approved scripts, job aids, standard operating procedures, work instructions, and supervisor direction
- Maintain availability during assigned production periods and meet customer service, quality, productivity, attendance, schedule-adherence, and call-handling standards
- Participate in quality monitoring, coaching, calibration, remedial training, and performance-improvement activities
- Protect FEMA personally identifiable information and other protected information
- Report system, security, privacy, technical, and operational issues through established procedures
- Perform other related duties based on FEMA support levels and applicable Call Order requirements
Requirements:
- Must be a United States Citizen; lawful permanent residents are not eligible
- Must be at least 18 years of age
- Must successfully complete the FEMA-required background investigation and receive favorable adjudication
- Must not be in default on federal student loans
- Demonstrated financial responsibility
- No felony convictions within the past 7 years
- No non-medical collections totaling $7,500 or more
- Must satisfy applicable HSPD-12 and FEMA access requirements
- Must complete required DHS IT Security and Privacy Training
- Must complete all FEMA-required training applicable to the assigned line of business
- Must maintain required credentials and system access
- High school diploma or GED
- Ability to read, write, and speak English fluently
- Professional and effective telephone communication skills
- Basic computer proficiency and ability to work in a Microsoft Windows-based environment
- Ability to accurately enter information while simultaneously communicating with a caller
- Ability to follow detailed scripts, instructions, policies, and procedures
- Ability to learn and retain program-specific information
- Ability to maintain confidentiality and safeguard sensitive information
- Ability to work effectively in a high-volume contact center environment
- Ability to remain calm, patient, tactful, and professional in stressful circumstances
Benefits:
- Equal Opportunity Employer, including veterans and individuals with disabilities
- Authorized remote work from an approved location when permitted by the applicable FEMA Call Order
- CRI-approved equipment, systems, connectivity, and security controls for remote personnel
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