About this role
Maximus is currently seeking Customer Service Representatives to support the Federal Emergency Management Agency (FEMA). The role involves assisting individuals and businesses with disaster assistance applications and providing support to survivors of natural disasters.
Responsibilities:
- Collect information from customers and clients
- Enter data into the central database
- Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
- Review data for deficiencies or errors, correct any incompatibilities if possible and check output
- Retrieve data as requested
- Maintain and update the database system as necessary
- Respond to incoming calls, and make occasional outbound calls regarding Federal Emergency Management Agency (FEMA)
- Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks
- Complete basic call-related input in computer terminal to phone inquiries
- Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
- Attention to detail, ability to multitask is required
- Meet Quality Assurance (QA) and other key performance metrics
- Track and document all inquiries using the applicable systems
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures
- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions
Requirements:
- High School Diploma or GED required
- At least six (6) months of customer service/secretarial/telemarketing experience required
- Ability to pass a federal background check
- Ability to comply with moderate computer usage including MS Office applications
- Ability to work nights and weekends, as well as overtime and/or holidays as needed
- Experience with and/or ability to use call center telephony equipment
- Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
- Must be US Citizen per client requirements
- Must reside in Contiguous US
- Ability to speak and read English clearly, professionally, and fluently
- Ability to type a minimum of 20 WPM (words per minute)
- Call center experience preferred, but not required