Job Description

Overview:

*** This position is contingent upon contract award ***

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. Call Agents will be taking calls, in a ready state to take calls, after call work, 30-minute pre-shift, or directly involved in coaching or training. Call Agents perform the call center supported registration process, provide applicable referrals, and address follow-up questions from survivors.

Responsibilities:

• Handle all calls with tact and diplomacy, demonstrate good listening skills, and empathy,
• Basic data entry skills
• Accurately recording / typing information in the Government's computerized database.
• Be fluent in both English and Spanish
• Complete SOSi provided Day Zero Training
• Complete Customer Registration Intake Training (two consecutive 8-hour sessions)
• When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions)
• Work hours as scheduled and realize this may include weekends and holidays

Qualifications:

• Must be a US Citizen
• Successfully pass the DHS Employment Eligibility Verification (E-Verify) program.
• Pass a USG Background Check
• Must be living in the US for 3 years out of the past 5 years
• High School Diploma or GED
• Fluent in English and Spanish
• 1-2 years of related job experience
• Strong written and verbal communication skills
• Must be able to work independently or within a team

Working Conditions:

• This is an Independent Contractor position. The Call Agent will be scheduled to work 8 hours a day for 40 hours a week. This will be shift work up to 0100 in the morning and include weekends and holidays.
• Ability to work from home
• Strong internet connection
• Quite workspace free from interruptions and background noise
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary
• Shift work is required as this is 7 days a week, 365 days a year. This includes Holidays and weekends

Job Tags

Holiday work, Contract work, For contractors, Freelance, Second job, Shift work, Day shift,

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