Remote Call Center Agent

Our client, a federal agency that works to alleviate national disasters by providing resources to those in need, has tasked us with finding qualified candidates for a Bilingual Call Center Customer Service Representative position. This is a contract for a temporary period of approximately 6 months or longer. Call Center Representatives will serve as a direct point of contact for individuals registering for federal assistance. You will respond to inbound and outbound calls to assigned contacts, and must have excellent communication skills, as well as strong typing skills to collect and provide accurate data entry. Preference given to Spanish/English bilingual agents!

Availability for a flexible schedule is required. Schedules are assigned and may change weekly. This Agency operates 7 days a week, from 6 AM to 12 Midnight EST, and there are no part-time positions available. You must be able to commit to an assigned 40-hour work week schedule. You will not have the option to choose your assigned days or shifts. Once you complete the required documents and they are submitted for processing and adjudication, you must be ready to start training within 24 hours. We cannot predict when the cleared adjudications will be returned but you will be notified by the Project Management Team via email. Once you are notified of your successful adjudication, you must be ready to start the first training session within 24 hours. If you cannot meet these requirements or have upcoming commitments that would impact your immediate availability, we are unable to consider your application at this time.

Qualified Call Center Representative Candidates Will

• Conduct all calls with patience, tact, courtesy, and empathy to determine needs, and provide instructions and gather details.
• Enter information into a federal government agency’s Windows-based computer database as required, while conducting an intake call using the script provided.
• Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance.
• The Call Center Representative will participate in orientation and training sessions related to work responsibilities and security protocols.
• Attend all scheduled shift meetings to receive event specific information prior to beginning shift.
• Complete all necessary Certifications in a timely manner.
  
  

Call Center Representative – Required Knowledge And Skills

• Experience supporting government call centers; particularly with DHS is preferred.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, verbal and written.
• Bilingual (Spanish)!
• Have knowledge and experience with personal computers in a Microsoft Windows based environment.
• Must be a U.S. Citizen and 18 years of age or older.
• Must be able to pass a routine criminal background check for public trust security clearance.
• Must be flexible and able to work independently.
  
  

Work Location: Remote; Equipment Provided

Job Types: Full-time, Contract

Pay: $17.20 - $21.00 per hour

Expected hours: 40 per week

The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women’s Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.