Bilingual Contact Center Agent

Job Summary

Supporting FEMA's disaster-assistance mission, the full-time Bilingual Contact Center Agent will serve as a direct point of contact for individuals affected by disasters, providing registration support and connecting callers with resources while working remotely.

Key responsibilities:

• Serve as the primary contact for individuals registering for federal disaster assistance and provide accurate information and referrals
• Conduct scripted interviews and accurately enter caller information into FEMA's database while maintaining a high level of empathy and professionalism
• Participate in quality control evaluations and adhere to established average handle time standards during calls

Required qualifications:

• Must be a U.S. citizen or legal permanent resident and at least 18 years old
• High school diploma, GED, or equivalent required
• Fluency in both English and Spanish, with strong reading and writing skills in both languages
• Proficiency in using Microsoft Windows and multiple computer applications
• Prior experience in customer service or public-facing support roles preferred