Contact Center Agent

Job Summary

Supporting FEMA's disaster-assistance mission, the full-time Contact Center Agent will serve as a direct point of contact for individuals and businesses seeking federal disaster assistance, conducting scripted interviews and providing accurate information while working remotely within the United States.

Key responsibilities

• Serve as a primary contact for disaster assistance registration, answering inquiries and providing referrals
• Conduct scripted interviews and accurately enter caller information into FEMA's database during live calls
• Attend pre-shift briefings and maintain schedule adherence while meeting established average handle time standards

Required qualifications

• Must be a U.S. citizen, at least 18 years old, and able to obtain FEMA/DHS suitability adjudication
• Prior experience in customer service or public-facing roles, preferably in high-volume environments
• Proficiency in Microsoft Windows and ability to navigate multiple applications simultaneously
• High school diploma, GED, or equivalent required
• Bilingual proficiency in English and Spanish is preferred