Job Description

Are you passionate about helping others? As a Contact Center Agent, you will be a vital point of contact for individuals seeking federal assistance. Your role will involve answering questions about previous registrations and guiding callers to relief program referrals with empathy and professionalism.

Day-to-Day Responsibilities:

Engage with individuals registering for federal assistance, providing clear and supportive responses to their inquiries.
Conduct calls with patience and courtesy, assessing callers' needs and offering appropriate instructions or referrals.
Enter essential information into FEMA's Windows-based database while adhering to a scripted interview process.
Offer phone numbers and agency referrals for secondary support organizations and additional assistance as needed.
Perform other duties as assigned based on FEMA's support level for various events.
Participate in scheduled shift meetings to gather event-specific information before starting your shift.
Demonstrate exceptional communication and customer service skills, ensuring professionalism in all interactions through reading, writing, and fluent speaking in English.
Utilize personal computer skills effectively in a Microsoft Windows environment.
Complete all data entry tasks while the disaster survivor is on the line, allowing for a maximum of 10 seconds of post-call work in case of disconnections.
Maintain a professional environment; personal cell phones or public settings are not permitted during calls.
Minimum Requirements:

U.S. Citizenship
Proficiency in the Microsoft Office Suite
Strong organizational, written, and verbal communication skills
Ability to thrive in a fast-paced, deadline-oriented environment
Capability to work collaboratively as part of a team or independently
Access to a high-speed internet connection: 25 Mbps minimum download speed (50 Mbps for shared connections) and 5 Mbps (10 Mbps preferred) upload speed.
Availability from 7 AM to 11 PM EST, seven days a week (including holidays and weekends) with the commitment to sign up for 8-hour shifts.
A commitment of at least 6 months, with the possibility of extensions.
Employment Type: Full-Time
Salary: $ 85,000.00 Per Year

Job Tags

Holiday work, Full time, Relief, Shift work,

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