Project-Based Customer Service - FEMA Support Specialist $20.50/hr (New Mexico Remote)

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will 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.

Are you an exceptional listener who AIMS HIGHER.REACHES FARTHER when it comes to supporting others in time of need? Can you ACT BOLD.BE PASSIONATE with your impressive communication skills, compassion, empathy and care for each person you speak with? Can you BE ONE.HELP MANY that will make an impact on their lives? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

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. This type of work is periodic as it aligns during time 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.

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 FEMMA 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.
• Adress 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.

WORK AT HOME 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 (Continuum will ship you company equipment such as the PC, mouse, keyboard, etc to use on your network) 
• Dedicated, quiet, private, & secured workspace with no distractions and adequate power source
• A USB Wired headset with noise canceling microphone required for you to obtain
• Personal smartphone with camera is required to support two-factor authentication only

ADDITIONAL REQUIREMENTS: 

• 18+ years old & 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 | telemarketing experience required, call center preferred
• Customer focused personality, able to demonstrate compassion, with the desire to help others
• Professional positive attitude & 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

PAY & PERKS: 

• Pay is $20.50 per hour, if Bilingual in Spanish Pay is $21.50 per hour
• Access Up To 50% of your pay immediately after your shift 
• Paid, virtual training 
• Remote work environment

Continuum Global Solutions 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. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.