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 and accurate information while working remotely in a surge-driven, temporary role.

Key responsibilities

• Serve as a direct point of contact for individuals registering for federal disaster assistance and provide necessary information and referrals
• Conduct scripted interviews and accurately enter caller information into FEMA's database while maintaining call quality standards
• Attend pre-shift briefings and meet established average handle time standards for various call types

Required qualifications

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