Customer Service Representative
Intecon
full-time
Posted on:
Location Type: Office
Location: Emmitsburg • Maryland • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $80,000 per year
Job Level
Junior
About the role
- Provide first-line customer service support by phone, email, and online platforms.
- Respond to student and stakeholder inquiries regarding course status, transcripts, and enrollment.
- Process transcript requests using FEMA-provided systems and materials.
- Support reconciliation of duplicate accounts and student record corrections in ISDBS.
- Maintain courteous and professional interactions with students, officials, and FEMA staff.
- Assist with routine requests, ensuring timely resolution per FEMA service standards.
- Document customer interactions and update records accurately.
- Escalate complex issues to supervisors or FEMA officials as needed.
- Follow FEMA Standard Operating Procedures (SOPs) for ISP program support.
- Maintain compliance with data privacy and security protocols, including safeguarding PII.
Requirements
- High school diploma or equivalent (Associate’s degree preferred).
- 1–3 years of customer service experience, preferably in an educational/training environment.
- Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Strong verbal and written communication skills.
- Ability to provide courteous and effective customer support at a distance (phone, email, internet).
- Must be able to obtain and maintain a Public Trust clearance.
- U.S. Citizenship required.
- Desired: Experience supporting federal education/training or call center environments.
- Desired: Familiarity with FEMA Independent Study Program operations.
- Desired: Bilingual communication skills.
Benefits
- Comprehensive Group Health Plans (Medical, Dental, and Vision) coverage.
- Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
- Flexible Spending Accounts and Supplemental Plans Available.
- Company-paid Training and Development Programs.
- Generous Paid Time Off, Holiday Pay, and Sick Leave.
- 401k Retirement Plan with Company Match.
- Critical Illness and Accident Insurance.
- Employee Assistance Program.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetranscript processingrecord correctiondata privacysecurity protocolsMicrosoft OfficeFEMA systemsFEMA Standard Operating ProceduresISDBSbilingual communication
Soft skills
verbal communicationwritten communicationcourteous interactionseffective customer supportproblem-solvingtimely resolutionprofessionalisminterpersonal skillsescalation managementattention to detail
Certifications
Public Trust clearance