Remote Disaster Assistance Agent

Cherokee Federal; Northern (KY); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Health insurance

Life insurance

Disability coverage

Paid holidays

Job summary

Cherokee Federal is seeking a Contact Center Agent to support FEMA’s disaster-assistance mission from a remote U.S. location. The role is temporary/on-call with surge-driven full-time activation during disasters, with shifts including nights, weekends, and holidays.

Candidates must be U.S. citizens or permanent residents, 18+, and able to pass suitability investigations. Excellent English communication, bilingual Spanish capabilities, and strong data-entry skills are required for precise caller

Qualifications

• Must be a U.S. citizen, at least 18 years old, and able to obtain FEMA suitability adjudication before training.
• Must have resided within the United States for at least three of the last five years for federal suitability.
• Prior customer service or public-facing experience in high-volume environments is preferred.
• Proficiency with Microsoft Windows, Word, Excel, PDF documents, and multiple computer applications (dual-monitor setup).
• Must pass pre-employment qualifications for Cherokee Federal.

Responsibilities

• Serve as a direct contact for individuals and households registering for federal disaster assistance.
• Conduct calls with patience, courtesy, and empathy to determine caller needs and provide referrals.
• Enter caller information accurately into FEMA’s database (NEMIS-IA) while on the phone.
• Perform data entry with minimal after-call work; escalate when required.
• Provide agency referrals and suggested secondary support options.
• Contribute to additional duties based on FEMA event needs and shift priorities.
• Attend pre-shift briefings and meet average handle time guidelines.
• Maintain schedule adherence and participate in quality monitoring and coaching.

Skills

Bilingual English/Spanish

Strong English communication

Customer service

Education

High school diploma or GED

Tools

Windows OS

Microsoft Word

Microsoft Excel

NEMIS-IA

Job description

Cherokee Federal is seeking a Contact Center Agent to support FEMA’s disaster-assistance mission from a remote U.S. location. The role is temporary/on-call with surge-driven full-time activation during disasters, with shifts including nights, weekends, and holidays.

Candidates must be U.S. citizens or permanent residents, 18+, and able to pass suitability investigations. Excellent English communication, bilingual Spanish capabilities, and strong data-entry skills are required for precise caller