Contact Center Representative

Systems Integration, Inc.; El Paso (TX); Remote; USD 17,000 - 25,000; Full time

Job summary

Systems Integration, Inc. is seeking a remote Contact Center Representative (CSR) to support FEMA. The role involves handling inbound calls, addressing questions using scripted responses, and performing outbound verification of documents.

The position requires bilingual English and Spanish proficiency, US citizenship, and the ability to pass a federal background check. Training is provided to ensure high standards of knowledge and professionalism during disaster response operations.

Qualifications

• High School Diploma or GED required.
• Six months of customer service experience; call center experience preferred.
• U.S. citizen; resided in the United States for 3 of the last 5 years.
• Ability to pass a federal background check.

Responsibilities

• Take inbound calls and provide information using pre-scripted responses.
• Perform outbound calls to verify documents.
• Use computer, telephone, email, and web browser to complete tasks.
• Enter data in the computer system related to inquiries.

Skills

Bilingual English/Spanish

Empathy

Customer service

Education

High School Diploma or GED

Job description

Systems Integration, Inc. is currently looking to build a pipeline of candidates with some that are 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