Customer Service Rep 1 (Remote)

Position Summary:

The FEMA Call Center Customer Service Representative (CSR) serves as a direct telephone point of contact for individuals registering for federal disaster assistance, callers seeking information about a prior registration, and individuals seeking referrals to disaster relief programs and other assistance providers. The CSR conducts customer interactions with patience, tact, courtesy, and professionalism; determines the caller's needs; provides approved instructions and referrals; and accurately enters information into FEMA-approved computer systems while following a scripted interview process.

The CSR performs work in direct support of FEMA's Individual Assistance mission during periods of disaster activity. Depending on the applicable Call Order, assigned duties may include Registration Intake (RI), Basic Helpline (HL), Transitional Sheltering Assistance (TSA), outbound calling, document review or validation, case-related support, and referrals to other disaster assistance providers.

Essential Duties & Responsibilities:

• Serve as a direct point of contact for disaster survivors and other callers seeking federal assistance, registration services, status information, or referrals.
• Conduct every call with patience, tact, courtesy, empathy, and professionalism.
• Listen actively and determine the caller's needs using approved procedures and scripts.
• Provide accurate instructions, information, telephone numbers, and referrals based on current FEMA-approved guidance.
• Conduct scripted interviews and collect required information from callers.
• Accurately enter caller-provided information into FEMA's Windows-compatible database or other FEMA-approved systems.
• Complete required data entry and other call-agent work while the caller is on the telephone, except for limited after-call work permitted by the contract.
• Perform Registration Intake (RI) duties when assigned.
• Perform Basic Helpline (HL) duties when assigned, including assisting callers with questions concerning prior registrations.
• Perform Transitional Sheltering Assistance (TSA) or other specialized lines of business when authorized and trained.
• Conduct outbound calls when assigned.
• Perform document review, document validation, or other specialized processing functions when assigned and trained.
• Provide referrals to appropriate secondary support organizations and other disaster assistance providers.
• Attend required pre-shift meetings and briefings and remain current on event-specific information, priorities, procedures, and policy changes.
• Follow FEMA-approved scripts, job aids, Standard Operating Procedures, work instructions, and supervisor direction.
• Maintain required availability and readiness to receive calls during assigned production periods.
• Meet applicable customer service, quality, productivity, attendance, schedule-adherence, and call-handling standards.
• Participate in quality monitoring, coaching, calibration, remedial training, and performance-improvement activities.
• Immediately report system, security, privacy, technical, or operational issues through established CRI procedures.
• Perform other related duties assigned in response to FEMA's level of support and the requirements of the applicable Call Order.

Security, Privacy, & Protection of Information:

• Protect FEMA Personally Identifiable Information (PII), Sensitive but Unclassified (SBU) information, and other protected information always.
• Access FEMA information only when authorized and when access is necessary to perform assigned duties.
• Do not retain PII or other information from calls outside authorized FEMA systems and procedures.
• Do not create or retain handwritten or electronic notes containing caller PII unless expressly authorized by the contract and applicable procedures.
• Immediately destroy any permitted temporary notes in accordance with FEMA requirements.
• Do not discuss or expose FEMA caller information to unauthorized persons.
• Perform all work in an approved environment that satisfies FEMA/HSPD-12 security requirements.
• Never handle FEMA calls from a public environment or another location where unauthorized persons may hear or access protected information.
• Comply with all DHS, FEMA, CRI, HSPD-12, cybersecurity, privacy, and information-security requirements.
• Immediately report suspected security incidents, unauthorized disclosure, lost equipment, improper access, or other security concerns.

Mandatory Eligibility & Security Requirements:

• Must be a United States Citizen.
• Lawful permanent resident are not eligible for this FEMA assignment.
• Must be at least 18 years of age.
• Must successfully complete the FEMA-required background investigation and receive the required favorable adjudication before receiving access to protected FEMA information or systems.
  • Not in default on federal student loans.
  • Demonstrated financial responsibility.
  • No felony convictions within the past 7 years.
  • Misdemeanor convictions within the past 7 years may impact eligibility.
  • No non-medical collections totaling $7,500 or more.
• Must satisfy applicable HSPD-12 and FEMA access requirements.
• Must complete required DHS IT Security and Privacy Training.
• Must complete all FEMA-required training applicable to the assigned line of business before performing production duties.
• Must maintain required credentials and system access throughout the assignment.
• Must comply with any additional security, suitability, background-investigation, or access requirements established by a specific FEMA Call Order.

Minimum Qualifications:

• High school diploma or GED.
• United States Citizenship.
• At least 18 years of age.
• Ability to read, write and speak English fluently. 
• Ability to communicate professionally and effectively with individuals by telephone.
• Basic computer proficiency and demonstrated ability to work in a Microsoft Windows based environment.
• Ability to accurately enter information while simultaneously communicating with a caller. 
• Ability to follow detailed scripts, instructions, policies and procedures. 
• Ability to learn and retain program-specific information and apply it accurately.
• Ability to maintain confidentiality and safeguard sensitive information.
• Ability to work effectively in a high-volume contact center environment.
• Ability to remain calm, patient, tactful, and professional when assisting individuals who may be experiencing stressful circumstances.
• Ability to successfully complete required background investigation, security, privacy, and FEMA training requirements.

Preferred Qualifications:

• Previous call center or contact center experience.
• Previous customer service experience involving high-volume telephone contacts.
• Experience with data entry or case-management systems.
• Experience working with government programs, public benefits, emergency management, disaster assistance, or related services.
• Experience following scripted interviews or structured data-collection processes.
• Prior FEMA Registration Intake or Helpline experience.
• Prior experience working in a secure environment involving PII or other sensitive information.

Knowledge, Skills and Abilities:

• Excellent telephone communication and customer-service skills.Strong active listening and information-gathering skills.
• Patience, tact, courtesy, empathy, and professionalism.
• Strong attention to detail and accuracy.
• Ability to navigate multiple computer applications while maintaining a customer conversation.
• Ability to accurately interpret and apply written procedures.
• Ability to learn and apply complex program requirements.
• Ability to protect confidential and sensitive information.
• Ability to accept coaching and apply quality-assurance feedback.
• Ability to adapt quickly to changing disaster-event priorities, procedures, and workloads.

Performance Expectations:

• Customer Service: Provide courteous, professional, empathetic, and accurate assistance.
• Quality: Follow scripts and procedures and maintain required accuracy in customer interactions and data entry.
• Productivity: Meet applicable production-hour, availability, call-handling, and productivity expectations.Schedule 
• Adherence: Report as scheduled and remain available and ready to accept assigned contacts.
• Security: Maintain strict compliance with FEMA, DHS, HSPD-12, and CRI security and privacy requirements.
• Training: Successfully complete all required training and demonstrate competency before performing assigned production duties.
• Professional Conduct: Maintain professional conduct with callers, supervisors, coworkers, FEMA personnel, and other stakeholders.
• Responsiveness: Promptly communicate operational, technical, security, or customer-service issues to CRI leadership.
• Continuous Improvement: Participate constructively in quality reviews, coaching, calibration, and remedial training.

Work Environment and Remote Work Requirements:

• Work may be performed at a CRI facility or from an authorized remote location when permitted by the applicable FEMA Call Order.
• Remote employees must work from an approved location that satisfies FEMA security and privacy requirements.
• Remote work requires a private work environment where unauthorized individuals cannot hear calls or view FEMA information.
• Remote personnel must use CRI-approved equipment, systems, connectivity, and security controls.
• Employees must not conduct FEMA calls from public locations, vehicles, restaurants, classrooms, malls, or other unauthorized environments.
• The position requires prolonged periods of sitting, computer use, telephone communication, and headset use.
• The operation may require shifts during evenings, weekends, holidays, and other extended operating periods based on FEMA demand and Call Order requirements.

Equal Opportunity Employer, including veterans and individuals with disabilities. The Know Your Rights Poster can be found at https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

CRI is currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary.