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

• Serve as a primary contact for disaster assistance inquiries, guiding callers through registration and providing accurate information
• Conduct scripted interviews and accurately enter caller information into FEMA's database during live calls
• Attend pre-shift briefings and meet established performance standards for call handling and data entry

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 roles, preferably in a high-volume environment
• Proficiency in Microsoft Windows and multiple computer applications, including experience with two-screen setups
• High school diploma, GED, or equivalent
• Ability to safeguard sensitive information and maintain a secure workspace