Disaster Response/ Customer Service Rep Temporary

Job Description:

Purpose of the Position

As a Customer Service Rep, I - Disaster Response, you will serve as the frontline representative for our client, engaging with customers via inbound and outbound calls. Your primary responsibility is to support people before, during, and after disasters. In this role, you will support our client by taking calls and accepting applications from individuals and businesses for disaster assistance from the designated geographical area. This role requires strong relationship-building skills, the ability to show empathy, and a proficiency in navigating multiple systems and screens simultaneously, all while maintaining a professional and solution-focused approach

This is a Temporary Position.

Education and Experience Preferences

• High School Diploma or its equivalent
• At least six (6) months of customer service/secretarial/telemarking experience required
• Bilingual skills will be required of some applicants. Bilingual customer service reps are required to speak and write fluently in the Spanish and English languages. To be considered a bilingual agent, 50% of your day must be allocated to Spanish calls.

Duties and Responsibilities

* Collect information from customers and clients and enter data into a central database

• Compile, verify accuracy, and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Retrieve data as requested
• Maintain and update the database system as necessary
• Respond to incoming calls, and make occasional outbound calls regarding our Govt partner.
• Utilize standard technology such as computer, telephone, email and web browsers to complete work tasks
• Complete basic call-related input in computer terminal to phone inquiries
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate
• Attention to detail, ability to multi task is required
• Track and document all inquiries using the applicable systems
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.

• Support cross-functional collaboration through clear and concise communication
• Meet or exceed key metrics, including schedule adherence, AHT, and call quality.
• Maintain flexibility to work weekends, holidays, or schedule changes as needed.
• Ability to type a minimum of 20 WPM (words per minute)
• Demonstrate resilience and professionalism in fast-paced, high-pressure situations.

ACCOUNTABILITY/MEASUREMENT

• Consistent achievement of key performance indicators and quality standards
• Accuracy and timeliness of issue resolution
• Effective use of tools and systems
• Receptiveness to coaching and development feedback
• Team collaboration and professional communication

WORK ENVIORMENT & REQUIREMENTS

• Ability to remain seated and work on a computer for up to 85% of the shift.
• Must obtain a minimum of 95% schedule adherence.
• Ability to use hardwired internet (ethernet) connection
• Internet download speed of 25mpbs and 10 mbps upload or higher required
• Private work area and adequate power source
• Clear verbal and written communication with team members, customers, and clients.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.