Note: The job is a remote job and is open to candidates in USA. Planned Systems International is seeking Customer Service Representatives to support the Federal Emergency Management Agency (FEMA) Emergency Response Contact Center Team. The role involves providing assistance over the phone to guide callers through form submissions and ensure accurate processing of claims related to disaster relief and emergency management efforts.
Responsibilities
- Providing courteous assistance over the phone, following prescribed scripts to guide callers through form submissions, ensuring accurate completion to facilitate smooth processing of claims or applications related to disaster relief and emergency management efforts
- Providing public support to individuals needing guidance on who to contact to resolve their situation
- Managing a high volume of incoming calls
- Identifying and resolving customer issues accurately and efficiently
- Providing high quality response to customer inquiries and needs
- Building sustainable relationships with customers through professional communication
- Providing accurate, timely, and complete information by using the right methods and tools
- Responding to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution
- Keeping detailed records of customer interactions, processing customer accounts, and filing documents
- Following communication procedures, guidelines, and policies
Skills
- 1-year or more customer support experience or experience as a client service representative
- English speaking proficiency
- Strong communications skills, including phone communications and active listening
- Familiarity with CRM systems and practices
- Strong research and problem-solving skills
- Proficient with computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
- Demonstrated ability to handle sensitive and confidential situations
- Ability to handle crisis situations and deal with difficult inquirers
- High School Diploma or GED
- Candidate must be a citizen of the United States
- Candidate must be able to pass a FEMA background check
- Spanish bilingual is a plus
Benefits
- Paid leave
- Options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance
- Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses
- Company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested
- Professional courses, certifications, and tuition reimbursement programs
Company Overview