REMOTE - Call Center Representative - Contract

The Midtown Group; United States; Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Equipment provided

Job summary

The Midtown Group is offering a Remote Call Center Customer Service role focused on federal disaster assistance. You will handle inbound and outbound calls, verify information, and guide applicants through the process in a remote setting.

Candidates must be a U.S. citizen, flexible to full-time shifts, and able to begin training within 24–48 hours after clear background checks. Equipment is provided and work is project-based. This position is remote across the United States.

Qualifications

• Experience in call center or high-volume customer service.
• Excellent verbal and written communication.
• Ability to work independently in a remote setting.

Responsibilities

• Respond to inbound and outbound calls from disaster assistance applicants.
• Follow scripts to gather and verify applicant information.
• Enter data accurately into federal Windows-based databases and provide referrals.

Skills

Customer service

Call center

Data entry

Typing

Microsoft Windows

Written communication

Tools

CRM systems

Job description

Full-Time | Remote | Federal Disaster Assistance Project | Immediate Availability Required

Compensation:

• Base Pay: $17.75 per hour
• Health & Welfare (H&W): Additional $5.09 per eligible hour, up to 40 hours per week
• Overtime: $26.63 per hour (1.5 times the $17.75 base rate), when authorized
• H&W is separate from base pay and is not included in the overtime calculation.

Schedule: 40 hours weekly | 24/7 availability required

Contract Duration: Temporary, project-based assignment. Duration depends on federal agency needs and may be shortened or extended.

Location: Remote | Equipment Provided

About the Opportunity

Our client, a federal agency dedicated to assisting individuals and communities impacted by natural disasters, is seeking qualified Remote Call Center Customer Service Representatives to support federal disaster assistance operations.

Representatives will serve as a direct point of contact for individuals registering for federal assistance. Responsibilities include handling inbound and outbound calls, gathering information, accurately entering applicant data, and providing guidance and resources to individuals during difficult circumstances.

IMPORTANT: Requirements Before Applying

Candidates must meet the following requirements:

• Must be a U.S. Citizen and at least 18 years old.
• Must be available for a full-time, 40-hour workweek.
• Must have complete scheduling flexibility, including days, nights, weekends, holidays, and overnight shifts.
• Operations currently run 24 hours a day, 7 days a week in response to disaster activity. Operating hours may change.
• Shifts are assigned and may change weekly. Candidates cannot select their preferred schedules.
• Must be available to begin paid training within 24–48 hours of successful federal background adjudication.
• Cannot have other employment, school, travel, or personal commitments that interfere with assigned hours or immediate training.
• Must meet federal criminal background and financial suitability requirements.
• Must have reliable home internet with a minimum of:
• 10 Mbps upload speed
• Must be comfortable working independently in a remote environment.

Candidates who require fixed schedules, cannot work weekends or overnight hours, or cannot begin training on short notice should not apply.

Responsibilities

• Respond to inbound and outbound calls from individuals applying for federal disaster assistance.
• Communicate with patience, empathy, tact, courtesy, and professionalism.
• Follow established scripts to gather and verify applicant information.
• Accurately enter information into federal Windows-based databases while speaking with callers.
• Provide appropriate referrals to additional assistance agencies and resources.
• Attend orientation, paid training, security briefings, and scheduled shift meetings.
• Complete all required certifications within established timelines.
• Protect sensitive personal information and comply with federal confidentiality requirements.

Qualifications

• Previous call center, customer service, or high-volume telephone experience preferred.
• Government call center or DHS-related experience is a plus.
• Excellent verbal and written communication skills.
• Strong typing, data entry, and multitasking capabilities.
• Proficiency with Microsoft Windows computer systems.
• Ability to follow detailed instructions and established procedures.
• Strong attention to detail and professional telephone presence.
• Ability to work independently and adapt to rapidly changing operational needs.

Federal Background and Financial Suitability Requirements

All candidates must undergo and successfully complete federal public trust background adjudication.

Applicants will be screened regarding:

• Prior arrests, criminal charges, convictions, or pending cases, including historical offenses.
• DUI/DWI, drug-related, alcohol-related, domestic violence, or sex-related offenses.
• Moving violations and unresolved traffic-related matters.
• Current probation, parole, or outstanding legal proceedings.
• Delinquent federal student loans or other federal debts.
• Delinquent federal or state taxes, including failure to file.
• Past-due child support obligations.
• Delinquent personal debt, including accounts where the applicant is a co-signer.
• Overall credit history and financial suitability.

Credit Score Screening Guidelines:

• FICO: Fair credit or above is required.
• Vantage Score: Near Prime or above is required

These are preliminary recruiting guidelines based on current project screening expectations, not guaranteed federal approval thresholds. Final clearance decisions are made through federal adjudication.

Important: Background reviews may include offenses or financial issues older than seven years. Applicants must provide complete and accurate information throughout the process.

Remote Work & Onboarding

• Equipment is provided.
• Reliable home internet is required, with a minimum of 50 Mbps download and 10 Mbps upload.
• Candidates must complete required onboarding documents and federal background paperwork promptly.
• Federal clearance timelines are unpredictable.
• Once successful adjudication is received, candidates must be ready to begin training within one to two days.
• All required training is paid.

This opportunity allows you to support individuals and families impacted by natural disasters while working remotely on a federal disaster assistance project.