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Contact Center Agent
- 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. 10. Never shall the agent handle a call via a cell phone or in a public environment. 11. Agents 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.
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
