Customer Service Representative

Planned Systems International is seeking Customer Service Representatives to support the Federal Emergency Management Agency (FEMA) Emergency Response Contact Center Team. This role involves providing assistance over the phone to guide callers through disaster relief and emergency management processes, ensuring high-quality customer service in a fast-paced environment.

Responsibilities:

• Providing courteous assistance over the phone, following prescribed scripts to guide callers through form submissions, ensuring accurate completion to facilitate smooth processing of claims or applications related to disaster relief and emergency management efforts
• Providing public support to individuals needing guidance on who to contact to resolve their situation
• Managing a high volume of incoming calls
• Identifying and resolving customer issues accurately and efficiently
• Providing high quality response to customer inquiries and needs
• Building sustainable relationships with customers through professional communication
• Providing accurate, timely, and complete information by using the right methods and tools
• Responding to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution
• Keeping detailed records of customer interactions, processing customer accounts, and filing documents
• Following communication procedures, guidelines, and policies

Requirements:

• 1-year or more customer support experience or experience as a client service representative
• English speaking proficiency
• Strong communications skills, including phone communications and active listening
• Familiarity with CRM systems and practices
• Strong research and problem-solving skills
• Proficient with computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
• Demonstrated ability to handle sensitive and confidential situations
• Ability to handle crisis situations and deal with difficult inquirers
• High School Diploma or GED
• Candidate must be a citizen of the United States
• Candidate must be able to pass a FEMA background check
• Spanish bilingual is a plus