Contact Center Agent
1. Serve as a direct point of contact for individuals registering for federal assistance,
asking questions about a prior registration and seeking relief program referrals via
the call center.
2. Conduct all calls with patience, tact, and courtesy to determine needs, and
provide instructions and/or referrals.
3. Enter information into FEMA’s Windows-based computer database as required,
while following instructions and conducting a scripted interview.
4. Provide phone numbers and agency referrals as necessary for applicable
secondary support organizations and other assistance.
5. Perform additional duties assigned based on FEMA’s level of support to the event.
6. Attend all scheduled shift meetings to receive event specific information prior to
beginning shift.
7. Display excellent communication and customer service skills and exhibit a high
level of professionalism in all communications, such as reading, writing, and
speaking English fluently.
8. Have knowledge and experience with personal computers in a Microsoft
Windows- based environment.
9. All call agent work; e.g. data entry, shall be done while the disaster survivor is on the phone. A maximum of 10 seconds of “after call” work is allowable should the call drop. 10. Never shall the agent handle a call via a cell phone or in a public environment. 11. Agents must have high-speed internet connection. High Speed Internet: 25 Mbps minimum download speed (50 Mbps for a shared connection) and 5 Mbps (10 Mbps preferred) upload speed.
Minimum Requirements: • Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree • U.S. Citizenship • Ability to manage a high level of confidentiality • Proficient in Microsoft office suite • Excellent organizational, written, and verbal communication skills • Ability to perform comfortably in a fast-paced, deadline-oriented work environment • Ability to work as a team member, as well as independently
