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 affected by disasters, providing registration support, answering inquiries, and connecting callers with resources while working remotely.

Key responsibilities

• Conduct scripted interviews and accurately enter caller information into FEMA's database during calls
• Provide assistance and referrals to callers seeking federal disaster assistance and maintain schedule adherence
• Participate in quality control monitoring and apply feedback to improve call handling performance

Required qualifications

• Must be a U.S. citizen or legal permanent resident and at least 18 years old
• Prior experience in customer service or public-facing support roles is preferred
• 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