Project-based Customer Service

Santa Fe, NM, US, 87104

**Description**:
At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will 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.

Are you an exceptional listener who **_AIMS HIGHER.REACHES FARTHER_** when it comes to supporting others in time of need? Can you **_ACT BOLD.BE PASSIONATE_** with your impressive communication skills, compassion, empathy and care for each person you speak with? Can you **_BE ONE.HELP MANY_**that will make an impact on their lives? Do you want to **_BE DIFFERENT.BE YOU_**and **_LEARN MORE.TAKE ACTION_**_?_

**JOIN OUR TEAM TODAY**

We are hiring **Project Based Customer Service - FEMA (Federal Emergency Management Agency) Support Specialists**who will support those in crisis. This project position will support callers that may have been impacted by natural disasters and have questions and concerns they are looking to have addressed in such a crucial time of need. This type of work is periodic as it aligns during time of crisis in the US and depending on the area we are assigned to support. If this sounds like a position for you, we will have your information on file and will contact you when FEMA calls upon our assistance.

**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 FEMMA as needed.
- 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.
- Adress 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 (Continuum 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
- 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
- Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (