Contact Center Representative

Systems Integration, Inc.; Houston (TX); Remote; USD 19,000 - 30,000; Full time

Job summary

Systems Integration, Inc. is seeking a remote Contact Center Representative (CSR) to support FEMA operations. You will handle inbound calls, provide pre-scripted information, and document inquiries with accuracy.

Training is provided, and you must be able to pass a federal background check, with bilingual English/Spanish helpful. Ideal candidates will have at least 6 months of customer service experience, US citizenship, and the ability to work from a private home office with reliable internet

Qualifications

• High School Diploma or GED required.
• At least six months of customer service experience; 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.
• Ability to speak and read English clearly; bilingual helpful.

Responsibilities

• Take inbound calls and answer questions using pre-scripted responses.
• Perform outbound calls to verify documents.
• Use computer, telephone, email, and web browser to complete tasks.
• Document information accurately in the system.
• Refer escalated calls to a supervisor.

Skills

Customer service

Bilingual English/Spanish

Empathy and professionalism

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 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