Customer Services Representative
4 weeks ago
**How to Apply: Interested candidates will need to email their resume with including full residential address and phone number to [Collin.Goss@insightglobal.com]
Position Overview
Position Title: REMOTE Customer Service Representative
Federal Agency: Federal Emergency Management Agency (FEMA)
Mission: Providing Call Center support to individuals affected by Natural Disasters (Hurricanes, Flooding, Fires, etc.)
Established Salaries: $22.13HR: Customer Service Representative /// $27.13HR: Supervisor
Process to Hire: Immediate hire off of 1-round phone screen with designated Insight Global Recruiter
Target Start Date: 1st or 2nd week of November
Position Duties:
- 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.
- All call agent work; e.g. data entry, will 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.
Required Qualifications:
- To support FEMA, selected candidates will be cleared for a Public Trust - U.S. Citizenship required. Clean background and credit history (no bankruptcies, items in collections, felonies, DUI’s, assaults, etc.) also required.
- Selected candidates must have a Personal Cell Phone with Camera and high-speed internet connection.
- Availability to work flexible hours - Hours of the Call Center are 7 AM – 10 PM EST, 7 days per week. Selected candidates will be expected to be available to work an 8-hour shift within that time frame any day of the week.
Required Education and Skills:
- High school diploma or equivalent required; some college coursework preferred.
- Previous customer service experience, especially in a call center environment, is highly desirable.
- Proficiency with computer systems and data entry - specifically knowledge with personal computers in a Microsoft Windows-based environment, Microsoft Office Suite, Email, MS Teams, and WebEx.
- Ability to manage a high level of confidentiality and remain calm and empathetic under pressure.
- Excellent organizational, written, and verbal communication skills
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