Bilingual Contact Center Agent

Supporting FEMA's disaster-assistance mission, the full-time Bilingual Contact Center Agent will serve as a direct point of contact for individuals affected by disasters, providing registration support and connecting callers with resources while working remotely. Key responsibilities: Serve as the primary contact for individuals registering for federal disaster assistance and provide accurate information and referrals Conduct scripted interviews and accurately enter caller information into FEMA's database while maintaining a high level of empathy and professionalism Participate in quality control evaluations and adhere to established average handle time standards during calls Required qualifications: Must be a U.S. citizen or legal permanent resident and at least 18 years old High school diploma, GED, or equivalent required Fluency in both English and Spanish, with strong reading and writing skills in both languages Proficiency in using Microsoft Windows and multiple computer applications Prior experience in customer service or public-facing support roles preferred