Project-Based Customer Service – 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. The customer service industry is rapidly evolving, with a growing need for exceptional support specialists who can provide compassionate and professional assistance to individuals in crisis. As a FEMA Support Specialist at blithequark, you will play a vital role in supporting those affected by natural disasters and other emergencies, providing them with the guidance and resources they need to navigate these challenging situations.

About the Role

We are hiring Project-Based Customer Service – FEMA Support Specialists who will support those in crisis. This project position will support callers who 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. This type of work is periodic, as it aligns during times of crisis in the US, and depending on the area we are assigned to support. If this sounds like a position for you, we will have your information on file and will contact you when FEMA calls upon our assistance.

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, gathering relevant information about their situations, and determining 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 the 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 will need to possess the following essential qualifications:

• 18+ years old and 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 preferred qualifications will make you a more competitive candidate:

• Bilingual in Spanish (pay is $21.50 per hour if bilingual).
• 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 excel in this role, you will need to 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 in a high-volume environment.
• 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 FEMA Support Specialist, you will have access to ongoing training and professional development opportunities to help you build your skills and advance your career. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our can-do culture, which is built on a foundation of teamwork, respect, and open communication. We believe in empowering our employees to take ownership of their work and to strive for excellence in everything they do. As a FEMA Support Specialist, you will be working in a remote environment, which will require you to be self-motivated and disciplined. However, you will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Pay is $20.50 per hour, with the opportunity to earn $21.50 per hour if bilingual in Spanish.
• Access to up to 50% of your pay immediately after your shift.
• Paid, virtual training.
• Remote work environment.

Work at Home Requirements

To work from home as a FEMA Support Specialist, you will need to meet the following requirements:

• High-speed internet with at least 25 mbps download speed and 5 mbps upload (no satellite, WiFi, or cellular/wireless carrier hotspot or internet services).
• Must have a hard-wired internet connection via Ethernet cable to modem/router that you own/are responsible for (blithequark will ship you company equipment such as the PC, mouse, keyboard, etc. to use on your network).
• Dedicated, quiet, private, and secured workspace with no distractions and adequate power source.
• A USB wired headset with noise-canceling microphone is required for you to obtain.
• Personal smartphone with camera is required to support two-factor authentication only.

Conclusion

If you are a compassionate and professional individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a FEMA Support Specialist. At blithequark, we are committed to making a positive impact on the lives of those we serve, and we believe that you can play a vital role in helping us achieve this mission. Don't miss out on this opportunity to join a talented team of professionals who are dedicated to delivering exceptional customer experiences. Apply today to become a part of the blithequark team!