Bilingual Disaster Assistance Call Center Agent — Remote

Cherokee Federal; Northern (KY); Hybrid; USD 36,000 - 60,000; Full time

Job summary

Cherokee Federal is actively seeking a Contact Center Agent to support FEMA’s disaster-assistance mission from a remote setting in the United States. The role processes registrations, answers questions, provides referrals, and safeguards sensitive information while following scripted guidance. The position is temporary/on-call, with full-time activation during disaster periods.

It requires U.S. citizenship or permanent residency, and proficiency with Windows and multiple software tools to handle

Qualifications

• U.S. citizen or legal permanent resident required to qualify.
• Experience in public-facing support or customer service preferred.
• Proficiency with Microsoft Windows and multiple applications; two-screen setup.
• Must pass identity verification and E-Verify.
• High school diploma or equivalent.

Responsibilities

• Serve as direct contact for disaster assistance registrations and referrals.
• Conduct calls with patience and empathy to determine caller needs.
• Enter caller information accurately into FEMA’s database while on the call.
• Provide phone numbers and agency referrals for applicable support organizations.
• Attend pre-shift briefings and meet average handle-time standards.
• Participate in quality control monitoring and coaching feedback.

Skills

Customer service

Communication

Windows proficiency

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

FEMA systems

NEMIS-IA

Two-screen workstations

Job description

Cherokee Federal is actively seeking a Contact Center Agent to support FEMA’s disaster-assistance mission from a remote setting in the United States. The role processes registrations, answers questions, provides referrals, and safeguards sensitive information while following scripted guidance. The position is temporary/on-call, with full-time activation during disaster periods.

It requires U.S. citizenship or permanent residency, and proficiency with Windows and multiple software tools to handle