Customer Service Representative

Job not on LinkedIn

🕒 September 19

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Central Research, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💼 Consulting

🏛️ Government

Consulting • IT Services • Government

Central Research, Inc. (CRI) is a trusted government contractor specializing in IT services, contact center operations, financial recovery solutions, and program support for both government agencies and commercial organizations. With over 20 years of experience, CRI offers a range of services including IT infrastructure management, help desk support, IT security, software development, and records management, all while maintaining high service and security standards. The company is dedicated to optimizing performance, managing costs, and providing qualified personnel to meet the specific needs of its clients.

📋 Description

• 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

• 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

• 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