Customer Service Representative

Central Research, Inc.

. Serve as a direct telephone point of contact for disaster survivors and callers seeking federal assistance, registration services, status information, or referrals .

Posted 9/19/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates effective telephone communication skills and the ability to follow detailed scripts and procedures while providing accurate information to disaster survivors. Maintains confidentiality and safeguards sensitive information in a high-volume contact center environment.

Highest-signal resume keywords

Effective Telephone Communication SkillsMicrosoft Windows ProficiencyAbility to Follow Scripts and ProceduresHigh-Volume Contact Center ExperienceFEMA Training Completion

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryInformation CollectionRegistration IntakeDocument ReviewBasic Helpline SupportTransitional Sheltering AssistanceQuality MonitoringPerformance ImprovementFEMA Windows-Compatible DatabasesDHS IT Security and Privacy Training

Soft Skills

Calm Under PressurePatienceTactfulnessProfessionalismCustomer Service Orientation

Certifications & Qualifications

FEMA Background InvestigationHSPD-12 Compliance

Industry Keywords

Disaster AssistanceFederal AssistanceCall Center OperationsConfidentialityCustomer Service Standards

About the role

Key responsibilities & impact

Serve as a direct telephone point of contact for disaster survivors and callers seeking federal assistance, registration services, status information, or referrals
Determine caller needs using approved procedures and scripts
Provide accurate FEMA-approved instructions, information, telephone numbers, and referrals
Conduct scripted interviews and collect required caller information
Enter caller-provided information into FEMA Windows-compatible databases and approved systems
Perform Registration Intake, Basic Helpline, Transitional Sheltering Assistance, outbound calling, document review, validation, and specialized processing when assigned and trained
Attend pre-shift meetings and briefings and remain current on event-specific information and policy changes
Follow FEMA-approved scripts, job aids, standard operating procedures, work instructions, and supervisor direction
Maintain availability during assigned production periods and meet customer service, quality, productivity, attendance, schedule-adherence, and call-handling standards
Participate in quality monitoring, coaching, calibration, remedial training, and performance-improvement activities
Protect FEMA personally identifiable information and other protected information
Report system, security, privacy, technical, and operational issues through established procedures
Perform other related duties based on FEMA support levels and applicable Call Order requirements

Requirements

What you’ll need

Must be a United States Citizen; lawful permanent residents are not eligible
Must be at least 18 years of age
Must successfully complete the FEMA-required background investigation and receive favorable adjudication
Must not be in default on federal student loans
Demonstrated financial responsibility
No felony convictions within the past 7 years
No non-medical collections totaling $7,500 or more
Must satisfy applicable HSPD-12 and FEMA access requirements
Must complete required DHS IT Security and Privacy Training
Must complete all FEMA-required training applicable to the assigned line of business
Must maintain required credentials and system access
High school diploma or GED
Ability to read, write, and speak English fluently
Professional and effective telephone communication skills
Basic computer proficiency and ability to work in a Microsoft Windows-based environment
Ability to accurately enter information while simultaneously communicating with a caller
Ability to follow detailed scripts, instructions, policies, and procedures
Ability to learn and retain program-specific information
Ability to maintain confidentiality and safeguard sensitive information
Ability to work effectively in a high-volume contact center environment
Ability to remain calm, patient, tactful, and professional in stressful circumstances

Benefits

Comp & perks

Equal Opportunity Employer, including veterans and individuals with disabilities
Authorized remote work from an approved location when permitted by the applicable FEMA Call Order
CRI-approved equipment, systems, connectivity, and security controls for remote personnel