Overview

Planned Systems International is seeking Customer Service Representatives to be support our Federal Emergency Management Agency (FEMA) Emergency Response Contact Center Team. This role involves 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.

This is a short-term seasonal position.

This position is remote.

Candidate must be a citizen of the United States.

Candidate must be able to pass a FEMA background check.

Essential Functions and Job Responsibilities

The customer service representative will provide public support to individuals needing guidance on who to contact to resolve their situation.

The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment with a high call volume.

• 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.

Minimum Requirements

• 1-year or more customer support experience or experience as a client service representative.
• English speaking proficiency (Spanish bilingual is a plus).
• 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.

Additional Information

Hours: FEMA Contact Center operates from 7:00AM to 2:00AM ET, 7 days/week including all federal holidays. Overtime is not available.

8-5 ET, 9-6 ET, or 10-7 ET shift-work schedule. Schedule requests may not be available for accommodation.

Full-Time, Temporary: 32-40 hours per week. 8-hour days with two 15-minute breaks + 60-minute lunch break. These positions are seasonal and therefore temporary; there are no part-time opportunities or ability to transition to full-time, ongoing status at this time.

Location: Remote; no travel required.

SCA Compensation: Pay follows the SCA Wage Determination based on the physical location of the agent + $5.09/hr Health & Welfare. SCA compensation is provided up to 40 hours per week.

Benefits: Benefits are in accordance with SCA regulations; employees will accrue sick leave and receive holiday pay by PSI.

Start Date: Your start date will be determined based on FEMA’s request for additional Customer Service Representatives. Once the FEMA background check has been successfully completed and approved, your start date will be shared with you. Start dates are granted within 24-72 hours of being approved by FEMA.

Equipment: Laptop and IT equipment will be provided. Employees must be proficient with Microsoft 365 and operating a computer such as switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files.

Training: FEMA-led training will be provided. The initial 2-day training will start within 48 hours of your hire date from 0900-1800 ET. Trainings are consecutive and may occur on weekends and during evenings.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.