Remote Disaster Support Agent (Contact Center)

Cherokee Federal

Northern (KY)

Hybrid

USD 25,000 - 39,000

Full time

9 days ago

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Benefits offered by this job

Up to 6% 401(k) company match

Paid time off

Medical, dental, vision insurance

Life and AD&D insurance

Disability coverage

Job summary

Cherokee Federal is seeking a Contact Center Agent to support FEMA’s disaster-assistance mission from a remote setting within the United States. The role focuses on registration support, answering questions, providing accurate information, and connecting callers with resources while safeguarding sensitive information.

The position is temporary/on-call with surge activation and may require nights, weekends, and holidays. Candidates must be U.S.

Qualifications

Must be a U.S. citizen, at least 18 years old, and able to obtain FEMA suitability adjudication before training.
Must have resided in the United States for at least three of the last five years for federal suitability.
Experience in public-facing or high-volume customer service is preferred.
Proficiency with Windows, Word, Excel, PDF docs, phone systems, and multiple applications.
Ability to pass identity verification and E-Verify.

Responsibilities

Serve as a direct contact for individuals registering for federal disaster assistance or seeking referrals.
Conduct calls with patience and empathy to determine caller needs and provide instructions.
Enter caller information accurately into FEMA’s database while on the line.
Complete data entry with minimal after-call work unless a call drops.
Provide agency referrals for secondary support organizations and disaster assistance providers.
Attend pre-shift briefings and meet average handle time standards.