Customer Service Rep - Remote (Must live near McAllen, TX)

Maximus is currently seeking Customer Service Representatives to support the Federal Emergency Management Agency (FEMA). This role involves assisting individuals and businesses with disaster assistance applications and requires strong communication and organizational skills.

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 speak and read English clearly, professionally, and fluently
• Ability to type a minimum of 20 WPM (words per minute)
• Ability to comply with moderate computer usage
• 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
• Ability to pass a federal background check
• 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
• Hardwired internet (ethernet) connection
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required
• Private work area and adequate power source
• Call center experience preferred, but not required