Contact Center Agent – Helpline, Tier 1

🕒 September 22

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 23%

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Cherokee Federal

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

Cherokee Federal is a U. S. federal systems integrator and government contractor that empowers mission success for more than 60 U. S. federal agencies. With a global workforce of over 5,000, it delivers advanced technology (cloud, cybersecurity, data & analytics), health services, intelligence analysis and operational support, logistics and sustainment, mission-critical manufacturing, program and engineering technical services, and dynamic contracting solutions to support federal priorities and national security. Cherokee Federal is part of Cherokee Nation Businesses and focuses on mission-focused, U. S. -made solutions.

📋 Description

• Serve as a direct point of contact for individuals and households registering for federal disaster assistance • Answer questions about prior registrations and provide relief program referrals • Conduct scripted interviews and accurately enter caller information into FEMA’s NEMIS-IA database • Complete data entry while the survivor is on the phone, with a maximum of 10 seconds of after-call work if a call drops • Provide phone numbers and agency referrals for secondary support organizations and disaster assistance providers • Perform additional event-support duties, including Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review • Attend scheduled pre-shift briefings of up to 30 minutes • Meet average handle-time standards of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline • Maintain schedule adherence and interval service-level requirements • Participate in quality-control monitoring and evaluation, including at least three evaluated calls or cases weekly • Apply real-time coaching feedback • Safeguard sensitive information while supporting FEMA’s disaster-assistance mission • Perform other assigned duties

🎯 Requirements

• Must be a U.S. citizen, at least 18 years old, and able to obtain and maintain FEMA/DHS favorable suitability adjudication before beginning training or call-handling duties • Must have resided within the United States for at least three of the last five years • Prior customer service, contact center, administrative, clerical, or other public-facing support experience preferred • Proficiency using Microsoft Windows, Word, Excel, PDF documents, telephone systems, and multiple computer applications, including two-screen workstations • Must successfully complete identity verification through Login.gov • Must pass E-Verify employment eligibility verification and provide a Social Security card issued by the Social Security Administration • High school diploma, GED, or equivalent • Strong English reading, writing, and verbal communication skills • Bilingual agents must be fluent in English and Spanish • Ability to follow detailed scripts, program guidance, job aids, reference materials, and established procedures while maintaining accuracy • Ability to navigate multiple Windows-based applications and FEMA systems while conducting live telephone interviews • Ability to accurately collect, enter, and review caller information; assess needs; provide instructions and referrals; and address questions within assigned authority • Ability to safeguard PII, Sensitive PII, Sensitive But Unclassified, and For Official Use Only information • Prolonged periods of sitting and working on a computer • Must pass pre-employment qualifications of Cherokee Federal

🏖️ Benefits

• Up to a 6% 401(k) company match • Paid time off • Medical, dental, and vision insurance • Prescription drug coverage • Basic life and AD&D insurance • Supplemental life insurance options • Short-term and long-term disability coverage • Paid holidays • Employee Assistance Program (EAP) • Flexible Spending Account (FSA) and Health Savings Account (HSA) options • Professional development, training, and certification support • Voluntary accident, critical illness, and identity theft protection benefits • Military-friendly employer • Reasonable accommodations for qualified individuals with disabilities or sincerely held religious beliefs

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