Customer Service Rep 1

About This Opportunity

Our talent team is representing a confidential federal disaster-response contractor seeking Customer Service Representatives to support critical disaster-assistance operations. This remote contact-center role serves individuals affected by disasters who are seeking federal assistance, registration services, and relief-program referrals. You'll work directly with callers during their most challenging moments, providing empathetic support while following structured processes and protecting sensitive information.

This is contingent, disaster-activated work—availability fluctuates based on federal emergency declarations and call-order requirements. When activated, you may work evenings, weekends, and holidays as disaster events require.

Responsibilities

• Serve as the primary telephone contact for disaster survivors registering for federal assistance or seeking information about existing registrations
• Conduct scripted interviews with patience, empathy, and professionalism while accurately entering caller information into Windows-based federal databases
• Perform registration intake, helpline support, transitional sheltering assistance, outbound calling, and document review/validation as assigned
• Provide approved instructions, telephone numbers, and referrals to secondary disaster-assistance organizations
• Complete required data entry and call-agent work while the caller remains on the line, minimizing after-call processing
• Attend pre-shift briefings and remain current on event-specific procedures, policy changes, and disaster-response priorities
• Meet customer-service quality, productivity, attendance, schedule-adherence, and call-handling performance standards
• Protect Personally Identifiable Information (PII) and Sensitive but Unclassified (SBU) information at all times; immediately report security incidents or unauthorized disclosure
• Work only from approved secure environments that prevent unauthorized individuals from hearing calls or viewing protected information
• Participate in quality monitoring, coaching sessions, calibration activities, and remedial training as needed

What We're Looking For

Required:

• U.S. Citizenship (lawful permanent residents are not eligible for this federal assignment)
• At least 18 years of age
• High school diploma or GED
• Fluency in reading, writing, and speaking English
• Basic computer proficiency with Microsoft Windows environments
• Ability to accurately enter information while simultaneously communicating by telephone
• Ability to follow detailed scripts, instructions, policies, and procedures precisely
• Ability to remain calm, patient, and professional when assisting individuals experiencing stressful circumstances
• Strong attention to detail and commitment to accuracy
• Ability to maintain confidentiality and safeguard sensitive information
• Successful completion of required federal background investigation and favorable adjudication before system access
• Not in default on federal student loans; demonstrated financial responsibility
• No felony convictions within the past 7 years; certain misdemeanors within 7 years may impact eligibility
• No non-medical collections totaling $7,500 or more
• Completion of DHS IT Security and Privacy Training and all required federal training before production duties

Preferred:

• Previous call-center or contact-center experience
• Customer-service experience involving high-volume telephone contacts
• Experience with data-entry or case-management systems
• Experience with government programs, public benefits, emergency management, or disaster-assistance services
• Experience following scripted interviews or structured data-collection processes
• Prior experience working in secure environments involving PII or other sensitive information

Work Environment:

• Remote work must be conducted from an approved private location where unauthorized individuals cannot hear calls or view federal information
• You cannot conduct calls from public locations, vehicles, restaurants, classrooms, or other unauthorized environments
• Requires prolonged periods of sitting, computer use, telephone communication, and headset use
• Must use contractor-approved equipment, systems, connectivity, and security controls
• May require shifts during evenings, weekends, holidays, and extended operating periods based on disaster demand

Location Restrictions: Our client is currently unable to consider applicants residing in California, Hawaii, New York, Oregon, Washington, Illinois, or the city of Philadelphia.

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen your qualifications and discuss the federal security requirements, remote-work expectations, and disaster-activated nature of this role. If you're a strong match, we'll submit your profile to our client for consideration. Please do not contact the employer directly—all communication flows through our talent team to protect your candidacy and the client's confidential hiring process.

Pay

Pay details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.