Experienced Project-Based Customer Service Representative - FEMA Support Specialist for Crisis Management and Emergency Response at blithequark

Introduction to blithequark and the Industry

At blithequark, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional. As a key player in the customer service industry, blithequark partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience.

About the Role

Are you an exceptional listener who aims higher and reaches farther when it comes to supporting others in times of need? Can you act bold and be passionate with your impressive communication skills, compassion, empathy, and care for each person you speak with? Can you be one and help many that will make an impact on their lives? Do you want to be different, be you, and learn more, take action? We are hiring Project-Based Customer Service – FEMA (Federal Emergency Management Agency) Support Specialists who will support those in crisis. This project position will support callers that may have been impacted by natural disasters and have questions and concerns they are looking to have addressed in such a crucial time of need.

Key Responsibilities

• Answer incoming calls from individuals seeking information and assistance related to disaster relief programs, emergency services, and FEMA policies.
• Make any outbound calls regarding FEMA as needed.
• Provide guidance and support to callers by explaining FEMA programs, eligibility criteria, application processes, and available resources.
• Assess the needs of callers by listening attentively to their concerns, gather relevant information about their situations, and determine the appropriate courses of action.
• Provide assistance to callers by directing them to the appropriate resources, agencies, or organizations that can help meet their needs, such as shelters, food assistance programs, or financial aid.
• Address any concerns, complaints, or issues raised by callers in a professional and timely manner, and work to resolve them.
• Record detailed notes of each call, including nature of the inquiry, the assistance provided, and any follow-up actions required to ensure accurate documentation and tracking of calls.
• Adhere to FEMA’s policies, procedures, and guidelines for handling calls, maintaining confidentiality of caller information, and ensuring compliance with federal regulations.
• Meet Quality Assurance (QA) and other key performance metrics.
• Stay updated on FEMA programs, policies, and procedures through ongoing training and professional development activities to provide accurate and up-to-date information to callers.
• Work closely with the Supervisor(s) in resolving difficult and complex interactions.

Essential Qualifications

To be successful in this role, you should have:

• 18+ years old and a high school diploma/GED required
• Must be a U.S. Citizen
• Entry-level position with a minimum of 6 months to over a year of customer service, secretarial, or telemarketing experience required, call center preferred
• Customer-focused personality, able to demonstrate compassion, with the desire to help others
• Professional positive attitude and courteous telephone etiquette
• Moderate computer skills including the use of MS Office applications
• Must be able to work nights and weekends, as well as overtime and/or holiday as needed
• Able to work 40 hours each week with an open schedule availability- Hours will be within 7am-11pm Eastern time zone and can extend based on the needs of the business
• Must be able to pass a federal background check

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bilingual in Spanish
• Previous experience working in a call center or customer service environment
• Knowledge of FEMA programs and policies
• Experience working in a fast-paced, dynamic environment

Skills and Competencies

To be successful in this role, you should possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to maintain accuracy
• Ability to adapt to changing situations and priorities

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Project-Based Customer Service – FEMA Support Specialist, you will have the opportunity to:

• Develop your customer service skills and knowledge of FEMA programs and policies
• Work in a fast-paced, dynamic environment and adapt to changing situations and priorities
• Collaborate with a team of experienced customer service professionals
• Participate in ongoing training and professional development activities
• Advance your career in customer service and potentially move into leadership roles

Work Environment and Company Culture

At blithequark, we pride ourselves on our can-do culture and commitment to making the ordinary exceptional. As a Project-Based Customer Service – FEMA Support Specialist, you will be working in a remote environment and will be expected to:

• Have a dedicated, quiet, private, and secured workspace with no distractions and adequate power source
• Have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for
• Use a USB wired headset with noise-canceling microphone
• Have a personal smartphone with camera for two-factor authentication

Compensation, Perks, and Benefits

As a Project-Based Customer Service – FEMA Support Specialist at blithequark, you can expect:

• Competitive hourly pay of $20.50 per hour, with the potential for overtime pay
• Access to up to 50% of your pay immediately after your shift
• Paid, virtual training
• Remote work environment
• Opportunities for career growth and advancement

Conclusion

If you are a motivated and compassionate individual who is looking for a challenging and rewarding role, we encourage you to apply for the Project-Based Customer Service – FEMA Support Specialist position at blithequark. As a key member of our team, you will have the opportunity to make a real difference in the lives of those affected by natural disasters and to develop your skills and knowledge in a fast-paced and dynamic environment. Don't miss out on this exciting opportunity to join our team and start making a difference today!