Customer Service Representative

Planned Systems International, Inc.•, Remote

3d•Remote

About The Position

Planned Systems International is seeking Customer Service Representatives to 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.

Requirements

1-year or more customer support experience or experience as a client service representative.
English speaking proficiency.
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.
Must be a citizen of the United States.
Must be able to pass a FEMA background check.

Nice To Haves

Spanish bilingual is a plus.

Responsibilities

Provide public support to individuals needing guidance on who to contact to resolve their situation.
Manage a high volume of incoming calls.
Identify and resolve customer issues accurately and efficiently.
Provide high quality response to customer inquiries and needs.
Build sustainable relationships with customers through professional communication.
Provide accurate, timely, and complete information by using the right methods and tools.
Respond to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution.
Keep detailed records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies.