FEMA Tier 1 Agent

Job Type

Full-time, Temporary

Description

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference.

Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What's Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Requirements

  • Effective listening & comprehension skills
  • Ability to closely follow instructions
  • Outstanding verbal & written communication skills
  • Analytical & resourceful problem-solving skills
  • Proper telephone etiquette
  • High level of accuracy & attention to detail
  • Computer literacy, technical aptitude & familiarity with basic office software systems
  • Ability to work independently & in a team setting
  • Flexibility to work different shifts
  • Ability to remain calm under pressure in a fast-paced contact center environment
  • Ability to remain calm while taking back-to-back calls
  • Ability to show empathy for those that may be frustrated or anxious
  • Ability to pay attention to detail and multitask while navigating through multiple programs and information
  • Ability to use a computer quickly and accurately
  • Must possess the ability to remain poised in high stress situations
  • Must be willing to conquer goals and challenges

Additional Requirements

  • Must pass a criminal background check (fingerprints may be required)
  • Legally able to work in the United States
  • Must be a current resident living in the United States
  • Must have at least a high school diploma

Job Details (what you will be doing)

Provide superior customer service in an emergency contact/call center environment through phone and other channels of correspondence.

  • Handle questions and concerns regarding weather related emergencies with the highest degree of courtesy and professionalism
  • Communicate and provide accurate answers to resolve end-users' questions and concerns.
  • Display empathy, have a passion for customer service excellence, and enjoy helping people, especially those impacted by weather related incidents
  • Use a respectful and tactful manner to effectively deal with difficult situations
  • Maintain knowledge of systems/applications/products serviced by the contact center
  • Ability to follow strict work instructions and procedures
  • Adapt to continual changes to work instructions and procedures
  • Attend training as needed
  • Listen to performance feedback and integrate suggestions into your daily tasks
  • Demonstrate a strong attendance record and excellent work ethic

Training

  • Training is done virtually and will consist of virtual instructor led and self-paced learning
  • You must first attend a mandatory orientation session
  • Orientation, training & nesting are paid events and are mandatory
  • 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting)

Orientation & Training

Date and Time: TBD (1 hour session)

Shifts

  • Agents must be available to work at least 32 hours per week within the hours of operation noted below

Hours of operation for the client

Monday- Friday 7:00 am to 7:00 pm EST

  • At least 32 hours per week are required (8 hours per day, per shift)
  • This role is considered temporary to permanent

Pay Rate

  • $15.00 per hour
  • This is a W2 (employee) position
  • We are paid biweekly via direct deposit
  • All mandatory events are paid (orientation, training & nesting)

Employee Benefits

  • Accrued paid time Off (PTO)
  • Sick time
  • Health and Medical/Dental insurance plans are available after 60 days worked

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Technical Requirements

  • Direct Interactions will be providing computer equipment for this role
  • Direct Interactions will be providing the following equipment: (1) PC, (1) usb corded headset, and (2) monitors
  • US based Internet service; You must provide high-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite, cellular hotspot or cellular internet
  • A dedicated, quiet space in your home to work.
  • Broadband internet with 10M upload and 2M download speeds. No wi-fi, must have direct router connectivity

*If you are selected, your offer is contingent upon successfully completing and passing a background check/questionnaire and possible finger printing.

*There are NEVER any fees associated with applying or working for Direct Interactions.

We are not hiring in California, Connecticut, Washington, New Jersey or New York at this time.

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