Contact Center Rep

Systems Integration, Inc.; Las Cruces (NM); Remote; USD 21,000 - 28,000; Full time

Job summary

Systems Integration, Inc. is recruiting remote Customer Service Representatives to support FEMA. The role focuses on answering questions about emergencies, documenting details accurately, and upholding federal procedures, with paid, comprehensive training before start date.

Applicants must pass a federal background check and be U.S. citizens. Prior call center experience is preferred. High School Diploma or GED is required; bilingual English/Spanish is beneficial for this role.

Qualifications

• Requires High School Diploma or GED.
• At least six months of customer service experience; call center preferred.
• Must be a U.S. citizen and have lived in the U.S. 3 of last 5 years.

Responsibilities

• Take inbound calls and provide information using scripted responses.
• Perform outbound calls to verify documents.
• Use computer, telephone, email, and browser to complete tasks.
• Enter data into systems and refer escalated calls to a supervisor.

Skills

Bilingual (English & Spanish)

Empathy

Customer service

Clear communication

Education

High School Diploma or GED

Tools

Computer

Telephone

Email

Web browser

Job description

Systems Integration, Inc. is currently looking to build a pipeline of candidates with some who are also bilingual (English & Spanish) for upcoming work. This remote Contact Center Representative (CSR) position will be in support of a government agency, which is the Federal Emergency Management Agency (FEMA). This CSR position will be primarily assisting callers with questions and concerns around local or state emergencies. The start date for this position is pending. To prepare you for this role, CSRs will be provided with paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Must have the ability to pass a federal background check

Responsibilities:

• Taking in-bound calls and answering questions with the appropriate pre-scripted responses which must be read verbatim to provide basic, general, and claims-specific information.
• Performing outbound calls to verify the authenticity of received documents.
• Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks.
• Complete basic data entry in computer terminal related to phone inquiries such as clicking buttons to confirm answers.
• Refer escalated calls as needed to supervisor.

Qualifications:

• High School Diploma or GED equivalent required.
• At least six (6) months of customer service required; call center experience preferred.
• Must be a U.S. citizen and have lived in the United States for 3 out of the past 5 years.
• Past or present Department of Homeland Security clearance preferred.
• Must be empathetic in your ability to deal with sensitive topics and information.
• Ability to speak and read English clearly and professionally. Bilingual would be helpful.
• Ability to pass a federal background check.

Home Office Requirements:

• Hardwired internet (ethernet) connection
• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Private work area and adequate power source

DESCRIPCIÓN DEL PUESTO:

Estamos formando una base de candidatos previamente calificados para apoyar las operaciones de respuesta a desastres de FEMA. Los representantes atenderán llamadas entrantes y documentarán la información de forma precisa y empática.

RESPONSABILIDADES:

• Atender llamadas entrantes de alto volumen
• Comunicarse en inglés y español
• Documentar información de manera precisa
• Cumplir con los procedimientos federales de FEMA

REQUISITOS:

• Fluidez profesional en inglés y español
• Experiencia en servicio al cliente
• Capacidad para aprobar verificación de antecedentes (Public Trust)
• Aceptar tarifas salariales bajo la Ley SCA