Customer Solutions Professional

Iannarino Fullen Group; Phoenix (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

The Iannarino Fullen Group seeks a Client Service Representative to support the Public Assistance Program by guiding applicants through the disaster recovery process. You will provide exceptional customer service and assist with the accurate processing of disaster-related applications and documentation.

You will collaborate with government agencies, local jurisdictions, and community partners to assess impacts, manage recovery projects, and guide applicants from initial assessment through

Qualifications

• Three (3) years of customer service, client service, or account management experience.
• Excellent communication and interpersonal skills to build relationships with clients and stakeholders.
• Strong organizational, documentation, and time management skills.
• Ability to manage multiple priorities with accuracy and attention to detail.
• Proficiency with Microsoft Office Suite and data entry systems.
• Ability to travel to disaster sites and conduct field inspections as needed.
• Willingness to participate in emergency response activities, including evenings, weekends, holidays, and no-notice deployments.

Responsibilities

• Serve as the primary point of contact for applicants throughout the Public Assistance process, providing professional customer service and ongoing account management.
• Assist applicants with completing and submitting Public Assistance applications in accordance with state and federal guidelines.
• Conduct preliminary damage assessments of public infrastructure and assist in determining disaster impacts.
• Meet with applicants to inspect damaged facilities and gather information required for Preliminary Damage Assessment (PDA) reports.
• Prepare project documentation, worksheets, and supporting records while ensuring compliance with applicable regulations and eligibility requirements.
• Review documentation for accuracy, completeness, and consistency with approved project scopes.
• Conduct interim and final inspections of disaster recovery projects to verify completed work and associated costs.
• Maintain accurate records, case files, and financial documentation throughout the recovery process.
• Coordinate with internal teams, government agencies, and community stakeholders to facilitate disaster recovery efforts.
• Assist with developing and delivering training sessions, presentations, and educational materials related to the Public Assistance Program.
• Participate in workshops and continuing education to maintain knowledge of state and federal disaster assistance programs.
• Be available for emergency response, including 24/7 recall, and support operations at the State Emergency Operations Center (SEOC), Alternate Emergency Operations Center, or Joint Field Office (JFO) during disaster activations and exercises.
• Perform additional duties as assigned in support of emergency management and disaster recovery operations.

Skills

Customer service

Account management

Communication

Organizational skills

Time management

MS Office

Data entry

Travel to disaster sites

Emergency response

Education

Associate's degree or higher

Tools

Microsoft Office Suite

Data entry systems

Job description

We are seeking a dedicated Client Service Representative to support the Public Assistance Program by assisting applicants throughout the disaster recovery process. In this role, you will provide exceptional customer service, guide clients through state and federal public assistance programs, and help ensure the accurate processing of disaster-related applications and documentation. You will work closely with government agencies, local jurisdictions, and community partners to assess disaster impacts, manage recovery projects, and support applicants from initial assessment through project completion.

This position requires strong customer service, account management, communication, and organizational skills, along with the ability to work in a fast-paced environment during emergency response and disaster recovery operations.

• Serve as the primary point of contact for applicants throughout the Public Assistance process, providing professional customer service and ongoing account management.
• Assist applicants with completing and submitting Public Assistance applications in accordance with state and federal guidelines.
• Conduct preliminary damage assessments of public infrastructure and assist in determining disaster impacts.
• Meet with applicants to inspect damaged facilities and gather information required for Preliminary Damage Assessment (PDA) reports.
• Prepare project documentation, worksheets, and supporting records while ensuring compliance with applicable regulations and eligibility requirements.
• Review documentation for accuracy, completeness, and consistency with approved project scopes.
• Conduct interim and final inspections of disaster recovery projects to verify completed work and associated costs.
• Maintain accurate records, case files, and financial documentation throughout the recovery process.
• Coordinate with internal teams, government agencies, and community stakeholders to facilitate disaster recovery efforts.
• Assist with developing and delivering training sessions, presentations, and educational materials related to the Public Assistance Program.
• Participate in workshops and continuing education to maintain knowledge of state and federal disaster assistance programs.
• Be available for emergency response, including 24/7 recall, and support operations at the State Emergency Operations Center (SEOC), Alternate Emergency Operations Center, or Joint Field Office (JFO) during disaster activations and exercises.
• Perform additional duties as assigned in support of emergency management and disaster recovery operations.

Required Qualifications

• Three (3) years of customer service, client service, or account management experience (required).
• Excellent communication and interpersonal skills with the ability to build positive relationships with clients and stakeholders.
• Strong organizational, documentation, and time management skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office Suite and data entry systems.
• Ability to work independently and collaboratively in a team environment.
• Ability to travel to disaster sites and conduct field inspections as needed.
• Willingness to participate in emergency response activities, including evenings, weekends, holidays, and no-notice deployments.

Preferred Qualifications

• Associate's degree or higher.
• Teaching, instructor, or adult education experience or certification.
• Experience facilitating workshops, presentations, or staff training.
• Public speaking experience.
• Experience working with FEMA Public Assistance programs, emergency management, disaster recovery, or government grant programs.
• Experience interpreting state and federal regulations and applying them to customer cases.