Contact Center Representative

Systems Integration, Inc.; Wichita (KS); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Paid comprehensive training

Job summary

A leading customer service provider is seeking a remote Customer Service Representative (CSR) to assist callers regarding local and state emergencies for a government agency, FEMA. The ideal candidate must be bilingual (English & Spanish) and have strong customer service skills, along with a high school diploma. Responsibilities include answering calls and completing data entry. Candidates must pass a federal background check and reside within an hour of Houston to pick up equipment.

Qualifications

• At least six months of customer service experience required.
• Ability to speak and read English clearly and professionally.
• Must reside no more than an hour from Houston for equipment pick-up.

Responsibilities

• Answer inbound calls and provide scripted responses.
• Perform outbound calls to verify document authenticity.
• Complete basic data entry related to phone inquiries.
• Refer escalated calls to supervisor as needed.

Skills

Bilingual (English & Spanish)

Empathy

Customer service skills

Education

High School Diploma or GED equivalent

Job description

Systems Integration, Inc. is currently looking to build a pipeline of candidates who are also bilingual (English & Spanish) for upcoming work. This remote Customer Service 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 inbound 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.
• Must reside no more than an hour from the Houston area in order to be able to pick-up computer equipment.

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