Customer Service Representative

Leading Solutions LLC; Emmitsburg (MD); On-site; USD 44,000 - 45,000; Full time

Job summary

A nationwide emergency management training organization is seeking a Customer Service Representative to provide essential support for FEMA’s National Disaster & Emergency Management University. The role involves responding to student inquiries, managing records, and processing verification requests. Desired candidates should possess excellent communication skills and strong proficiency in Microsoft Office applications. This is an on-site position located in Emmitsburg, Maryland, offering a professional work environment with training on FEMA systems.

Qualifications

• Ability to read, write, speak, and understand English clearly.
• Strong computer skills including Microsoft Office suite.
• Experience providing effective customer support via different platforms.
• Must be a U.S. citizen with FEMA Public Trust suitability.

Responsibilities

• Respond to student inquiries via phone, email, and online submissions.
• Support student needs related to applications and profiles.
• Process and verify Group Verification Requests.
• Maintain accuracy of transcript and verification workflows.

Skills

Customer support

Communication

Computer skills

Problem-solving

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Customer Service Representative (CSR)

Location: Emmitsburg, MD (NDEMU Campus)
Schedule: Monday through Friday, 8:00 AM to 4:30 PM EST
Pay: $21.54 per hour plus $5.09 H&W
Start Date: Upon FEMA approval and contract award

Overview

Leading Solutions is seeking Customer Service Representatives to support FEMA’s National Disaster & Emergency Management University (NDEMU) Independent Study Program. This program provides nationwide emergency management training to millions of students annually. CSRs play a critical role in supporting student services, managing inquiries, updating student records, and ensuring an exceptional customer experience.

This position requires professionalism, accuracy, and the ability to support a high-volume training program that serves federal, state, tribal, local, and public stakeholders. Six CSRs will support the mission, in accordance with FEMA’s PWS requirements.

Key Responsibilities

Customer Support and Student Services

• Respond to student inquiries via phone, email, and online submissions.
• Provide courteous, accurate, and prompt assistance in an educational/training environment.
• Support student needs related to applications, student profiles, exam records, and course completions.

Account Management

• Reconcile duplicate or conflicting student accounts using the ISDBS and OPM systems.
• Identify and elevate program or policy issues appropriately.
• Update student records and general profile data as needed.

Transcript & Verification Processing

• Process and verify Group Verification Requests in compliance with PII safeguards.
• Prepare and mail official student transcripts using FEMA-provided materials.
• Maintain accuracy and timeliness for transcript and verification workflows.

Email & Call Management

• Process all electronic mail inquiries within established timelines (20,000+ annually).
• Answer all customer service calls during core hours as required by the PWS.
• Document calls exceeding ten minutes for monthly reporting.

Program Support & Documentation

• Support the creation, updating, and adherence to Standard Operating Procedures.
• Assist with new technology evaluations, system testing, and course information updates.
• Provide data for monthly reports and performance tracking metrics.

Required Qualifications

• Ability to read, write, speak, and understand English clearly and professionally.
• Strong computer skills including Microsoft Word, Excel, and Outlook.
• Prior experience providing courteous and effective customer support via phone, email, or online platforms.
• Ability to work on site at NDEMU in Emmitsburg, MD.
• Must be a U.S. citizen and able to obtain FEMA Public Trust suitability.

Preferred Qualifications

• Experience in call center, academic support, or federal customer service roles.
• Familiarity with student record systems or database-driven workflows.
• Ability to manage high-volume inquiries with accuracy and professionalism.

Work Environment & Additional Details

• Work is performed on site in a FEMA-provided office environment.
• Episodic telework may be authorized during severe weather or facility closures, limited to email-only support.
• Training on FEMA systems and security requirements will be provided.
• All employees must complete required OPSEC, Insider Threat, and FOUO handling training within mandated timelines.