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)

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

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.
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Originally posted on Himalayas