Job Overview
Join our esteemed organization as a Remote Call Center Agent, where your contributions will play a pivotal role in assisting customers during their times of need. In this position, you will engage with individuals seeking federal assistance, providing them with essential product and service information while resolving technical issues with empathy and professionalism.
Key Responsibilities
- Serve as the primary contact for individuals registering for federal assistance, addressing inquiries regarding previous registrations and guiding them through relevant relief program referrals.
- Conduct calls with patience and courtesy, ensuring a comprehensive understanding of customer needs and providing clear and precise instructions or referrals.
- Accurately input necessary data into FEMA's Windows-based database while adhering to established protocols during scripted interviews.
- Offer pertinent contact information and agency referrals for secondary support organizations and supplementary assistance.
- Adapt to additional responsibilities as required, based on FEMA’s support level for each event.
- Participate in scheduled meetings to acquire critical event-specific information prior to commencing your shift.
- Ensure all data entry tasks are completed while engaging with disaster survivors on the phone.
- Manage calls exclusively from a secure environment, abstaining from the use of cell phones or public spaces.
- Maintain a reliable high-speed internet connection (minimum 25 Mbps download; 50 Mbps for shared connections; 5 Mbps upload; 10 Mbps preferred).
Required Skills
- Outstanding communication and customer service capabilities.
- Proficient in reading, writing, and speaking fluent English.
- Strong computer skills, particularly within a Microsoft Windows environment.
- Ability to handle calls with professionalism and empathy.
- Familiarity with data entry procedures and protocols.
Qualifications
- Proven experience in a customer service or call center environment.
- Strong organizational skills and meticulous attention to detail.
- Ability to thrive in a remote work setting.
Career Growth Opportunities
This position presents avenues for skill enhancement and professional development as you engage in a variety of responsibilities and collaborate with multiple agencies.
By joining our team, you will not only contribute to significant federal assistance programs but also be part of a reputable organization that values career advancement and networking opportunities.
Employment Type: Full-Time