Call Agent

*** This position is contingent upon contract award ***

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. Call Agents will be taking calls, in a ready state to take calls, after call work, 30-minute pre-shift, or directly involved in coaching or training. Call Agents perform the call center supported registration process, provide applicable referrals, and address follow-up questions from survivors.

This is an Independent Contractor position. The Call Agent will be scheduled to work 8 hours a day for 40 hours a week. This will be shift work up to 0100 in the morning and include weekends and holidays.

ESSENTIAL JOB TASKS

• Must be a US Citizen or Legal Permanent Resident (a/k/a “green card holder”)
• Must be a resident of the US or one of its territories
• Successfully pass the DHS Employment Eligibility Verification (E-Verify) program.
• Pass a USG Background Check
• Handle all calls with tact and diplomacy, demonstrate good listening skills, and empathy, while accurately recording information in the Government's computerized database.
• Fluent in both English and Spanish
• Complete SOSi provided Day Zero Training
• Complete Customer Registration Intake Training (two consecutive 8-hour sessions)
• When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions)

• Work hours as scheduled and realize this may include weekends and holidays

TRAINING

• SOSi will provide Day Zero Training to complete the six required training certificates
  • Security Awareness Training (SAT)
  • Unauthorized Disclosure of Classified or Unclassified Information (UIC)
  • Operational Security Awareness Brief (OPSEC)
  • Insider Threat Training (ITT)
  • Privacy at DHS (PDHS)
  • Rules of Behavior (ROB)

FEMA will provide the necessary training for:

• Registration Intake Training (two consecutive 8-hour training sessions)
• Helpline Training (four consecutive 8-hour training sessions)

Qualifications

MINIMUM REQUIREMENTS

• 1-2 years of related job experience
• Fluent in English and Spanish
• Must be a US Citizen
• Must have lived in the US for 3 out the past 5 years
• Basic data entry skills
• Ability to pass an USG background investigation
• Strong written and verbal communication skills
• Must be able to work independently or within a team

Additional Information

WORK ENVIRONMENT

• Work is at home
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary
• Shift work is required as this is 7 days a week 365 days a year. This includes Holidays and weekends

WORKING CONDITIONS

• Ability to work from home
• Strong internet connection
• Quit workspace free from interruptions and background noise

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.