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**Project-Based Customer Service - FEMA Support Specialist $20.50/hr (New Mexico Remote)**
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Are you a compassionate and empathetic individual with exceptional communication skills, looking to make a meaningful impact in the lives of those affected by natural disasters? Do you thrive in a fast-paced, dynamic environment where no two calls are the same? If so, we invite you to join arenaflex's team of dedicated customer service professionals as a Project-Based Customer Service - FEMA Support Specialist.
At arenaflex, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
**About the Role**
As a Project-Based Customer Service - FEMA Support Specialist, you will play a critical role in supporting individuals affected by natural disasters, providing guidance and assistance with FEMA programs, eligibility criteria, application processes, and available resources. You will be the first point of contact for callers seeking information and assistance, and your exceptional listening skills, compassion, and empathy will make a significant difference in their lives.
**Responsibilities**
Answer incoming calls from individuals seeking information and assistance related to disaster relief programs, emergency services, and FEMA policies.
Make any outbound calls regarding FEMA as needed.
Provide guidance and support to callers by explaining FEMA programs, eligibility criteria, application processes, and available resources.
Assess the needs of callers by listening attentively to their concerns, gather relevant information about their situations, and determine the appropriate courses of action.
Provide assistance to callers by directing them to the appropriate resources, agencies, or organizations that can help meet their needs, such as shelters, food assistance programs, or financial aid.
Address any concerns, complaints, or issues raised by callers in a professional and timely manner, and work to resolve them.
Record detailed notes of each call, including nature of the inquiry, the assistance provided, and any follow-up actions required to ensure accurate documentation and tracking of calls.
Adhere to FEMA's policies, procedures, and guidelines for handling calls, maintaining confidentiality of caller information, and ensuring compliance with federal regulations.
Meet Quality Assurance (QA) and other key performance metrics.
Stay updated on FEMA programs, policies, and procedures through ongoing training and professional development activities to provide accurate and up-to-date information to callers.
Work closely with the Supervisor(s) in resolving difficult and complex interactions.
**Work at Home Requirements**
High-speed internet with at least 25 mbps download speed and 5 mbps upload (No Satellite, Wifi, or Cellular/Wireless carrier hotspot or internet services)
Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for (arenaflex will ship you company equipment such as the PC, mouse, keyboard, etc to use on your network)
Dedicated, quiet, private, & secured workspace with no distractions and adequate power source
A USB Wired headset with noise canceling microphone required for you to obtain
Personal smartphone with camera is required to support two-factor authentication only
**Additional Requirements**
18+ years old & high school diploma/GED required
Must be a U.S. Citizen
Entry-level position with a minimum of 6 months to over a year of customer service | secretarial | telemarketing experience required, call center preferred
Customer focused personality, able to demonstrate compassion, with the desire to help others
Professional positive attitude & courteous telephone etiquette
Moderate Computer skills including the use of MS Office applications
Must be able to work nights and weekends, as well as overtime and/or holiday as needed
Able to work 40 hours each week with an open schedule availability- Hours will be within 7am-11pm Eastern time zone and can extend based on the needs of the business
Must be able to pass a federal background check
**Pay & Perks**
Pay is $20.50 per hour, if Bilingual in Spanish Pay is $21.50 per hour
Access Up To 50% of your pay immediately after your shift
Paid, virtual training
Remote work environment
**About arenaflex**
arenaflex partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in c
