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Fully Remote Contact Center Agent
Day-to-day:
- Serve as a direct point of contact for individuals registering for federal assistance, asking questions about a prior registration and seeking relief program referrals via the call center.
- Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
- Enter information into FEMA’s Windows-based computer database as required, while following instructions and conducting a scripted interview.
- Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
- Perform additional duties assigned based on FEMA’s level of support to the event.
- Attend all scheduled shift meetings to receive event specific information prior to beginning shift.
- Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.
- Have knowledge and experience with personal computers in a Microsoft Windows- based environment.
- All call agent work; e.g. data entry, shall be done while the disaster survivor is on the phone. A maximum of 10 seconds of “after call” work is allowable should the call drop.
- Never shall the agent handle a call via a cell phone or in a public environment.
Minimum Requirements:
- Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- U.S. Citizenship
- Ability to manage a high level of confidentiality
- Proficient in Microsoft office suite
- Excellent organizational, written, and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to work as a team member, as well as independently
- Must have high-speed internet connection. High Speed Internet: 25 Mbps minimum download speed (50 Mbps for a shared connection) and 5 Mbps (10 Mbps preferred) upload speed.
Compensation: 21-22/hr
