We are seeking Call Center Representatives to support Florida-based disaster recovery programs. This role serves as a primary point of contact for applicants, providing phone and email support throughout the application and intake process. The position is well-suited for candidates with call center or customer service experience who are comfortable working in a structured, metrics-driven environment.
Key Responsibilities
- Answer inbound calls from applicants and provide program-related information using approved scripts.
- Place outbound calls to confirm receipt of applications, request missing documentation, and follow up on outstanding items.
- Create new applications for phone-in and in-person applicants and assist with completion of intake forms.
- Provide status updates to applicants and route calls to assigned Case Managers when needed.
- Send and respond to applicant emails related to intake documents and application status.
- Accurately document all calls and applicant interactions in the designated systems.
- Escalate complex or unresolved cases to the Team Lead as appropriate.
- Participate in required meetings, outreach efforts, and program events.
- Meet established productivity and quality standards.
- Perform other duties as assigned.
Requirements
- Associate degree preferred.
- 2+ year of customer service or call center experience.
- Strong verbal and written communication skills.
- Ability to follow scripts, procedures, and program guidelines consistently.
- Comfortable working with call metrics, documentation standards, and quality monitoring.
- Proficiency with basic computer systems and the ability to learn new platforms quickly.
- Professional, courteous, and empathetic communication style.
Compensation
- $20–22 per hour, based on experience.