[Hiring] Customer Service Representative @Central Research

Role Description

The FEMA Call Center Customer Service Representative (CSR) serves as a direct telephone point of contact for individuals registering for federal disaster assistance, callers seeking information about a prior registration, and individuals seeking referrals to disaster relief programs and other assistance providers. The CSR conducts customer interactions with patience, tact, courtesy, and professionalism; determines the caller's needs; provides approved instructions and referrals; and accurately enters information into FEMA-approved computer systems while following a scripted interview process.

The CSR performs work in direct support of FEMA's Individual Assistance mission during periods of disaster activity. Depending on the applicable Call Order, assigned duties may include:

• Registration Intake (RI)
• Basic Helpline (HL)
• Transitional Sheltering Assistance (TSA)
• Outbound calling
• Document review or validation
• Case-related support
• Referrals to other disaster assistance providers

Qualifications

• High school diploma or GED
• United States Citizenship
• At least 18 years of age
• Ability to read, write and speak English fluently
• Ability to communicate professionally and effectively with individuals by telephone
• Basic computer proficiency and demonstrated ability to work in a Microsoft Windows based environment
• Ability to accurately enter information while simultaneously communicating with a caller
• Ability to follow detailed scripts, instructions, policies and procedures
• Ability to learn and retain program-specific information and apply it accurately
• Ability to maintain confidentiality and safeguard sensitive information
• Ability to work effectively in a high-volume contact center environment
• Ability to remain calm, patient, tactful, and professional when assisting individuals who may be experiencing stressful circumstances
• Ability to successfully complete required background investigation, security, privacy, and FEMA training requirements

Requirements

• Must be a United States Citizen
• Lawful permanent residents are not eligible for this FEMA assignment
• Must successfully complete the FEMA-required background investigation and receive the required favorable adjudication before receiving access to protected FEMA information or systems
• Not in default on federal student loans
• Demonstrated financial responsibility
• No felony convictions within the past 7 years
• Misdemeanor convictions within the past 7 years may impact eligibility
• No non-medical collections totaling $7,500 or more
• Must satisfy applicable HSPD-12 and FEMA access requirements
• Must complete required DHS IT Security and Privacy Training
• Must complete all FEMA-required training applicable to the assigned line of business before performing production duties
• Must maintain required credentials and system access throughout the assignment
• Must comply with any additional security, suitability, background-investigation, or access requirements established by a specific FEMA Call Order

Benefits

• Equal Opportunity Employer, including veterans and individuals with disabilities
• The Know Your Rights Poster can be found at Know Your Rights
• CRI is currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia