Call Center Agent - REMOTE

SUMMARY

Serve as a direct point of contact for individuals registering for federal assistance, asking questions about a prior registration and seeking relief program referrals via the call center. Perform additional duties assigned based on FEMA’s level of support to the event. Examples include but are not limited to: Registration Intake (RI), Helpline (HL), Transitional Sheltering Assistance (TSA), performing outbound calls, conducting document reviews, and providing referrals to other disaster assistance providers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into FEMA’s Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Attend all scheduled shift meetings to receive event specific information prior to beginning shift.
• All call agent work; e.g. data entry, shall be done while the disaster survivor is on the phone. A maximum of 10 seconds of “after call” work is allowable should the call drop.
• Shall strive to meet these average handle times (AHT) while maintaining excellent customer service and quality control.
  • Registration Intake (RI) – 24-minute AHT. Delta calls (successive callers) may take longer.
  • Helpline (HL) – 10 to 12-minute AHT (escalated calls may take longer).
• Maintain regular and punctual attendance.
• Other duties as assigned.

PHYSICAL DEMANDS

Frequent sitting, using hands/fingers, handling, reaching with hands and arms, talking, hearing and seeing up close, at a distance, along the periphery, with depth perception and the ability to adjust focus; occasional walking or standing, occasional lifting of up to 10 lbs. It is Katmai Health Solutions business philosophy and practice to provide reasonable accommodations, in accordance with applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

WORK ENVIRONMENT

Work is performed primarily in a home office setting. Employee agrees to designate a workspace within Employee’s remote work location for placement and installation of equipment to be used while teleworking. Employee agrees to maintain this workspace in a safe condition, free from hazards and other dangers to Employee and equipment. Any company materials taken home should be kept in the designated work area at home and not be made accessible to others (no personnel should handle a call via a cell phone or in a public environment, e.g. malls, classrooms, restaurants, friends’ homes, automobile, etc., where non-HSPD-12 cleared people are located, regardless if it is believed that no one other than the call agent can hear the call). When taking calls, call agents shall be located within the contiguous 48 states of the United States of America.

The employer may provide the necessary computer, software, and other equipment needed for teleworking. The Employee must have high speed internet connection and access to phone line.

WORK SCHEDULE

40 hours per week. May be required to work additional hours as needed to complete assignment or project.

MINIMUM QUALIFICATIONS

• High School Diploma or GED required.
• At least 6 months of experience in a customer service-related industry.
• Must handle all contacts with tact and diplomacy, demonstrate good listening skills, and empathy, while accurately recording information in the Government's computerized database.
• Must comply with the guidance prescribed in Homeland Security Acquisition Regulations (HSAR) 3052.204-71 and be able to obtain and maintain a Homeland Security Presidential Directive (HSPD)-12 (U.S. Citizenship Required).
• Communication skills: ability to effectively listen, read, write, and speak fluently in English and Spanish (bilingual preferred); proficiency with a personal computer; experience with data entry, and telephone systems.
• Data Entry: accurately enter and/or view information from the interview/application in FEMA’s computer database.

SPECIAL SKILLS

• Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
• Customer service skills: display professionalism and courtesy to include consistently and accurately responding to inquiries/requests, transferring for appropriate secondary assistance, or providing appropriate general information based on training and resources provided.
• Professional skills: display of respect and consideration for caller, but not limited too; showing patience, tact, honesty, accountability.
• Job Knowledge: competent, understanding of the programs, accurate delivery of service (providing information/instructions), ability to resolve problems/complaints or take appropriate actions, clearly provide detailed documentation of inquiries/requests received.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/
We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders, and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.