Customer Support Enablement Manager
Apollo.io
ApolloSFDC
Customer Service Representative – FEMA Training Support
Intecon
full-time
Posted on:
Location Type: Remote
Location: Remote • Maryland • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $80,000 per year
Job Level
Junior
About the role
- Provide first-line customer assistance by phone, email, and web portal for students, officials, and partners accessing FEMA’s training programs.
- Use the Independent Study Database System (ISDBS) to research, update, and reconcile student records.
- Process transcript and course-completion requests while ensuring compliance with the Privacy Act of 1974 and Personally Identifiable Information (PII) safeguarding requirements.
- Support the reconciliation of duplicate Student Identification Numbers (SIDs) and maintain accurate records within ISDBS.
- Verify and fulfill Group Verification Requests for organizations requiring proof of course completion.
- Respond to inquiries in accordance with FEMA service-level standards, documenting each interaction accurately.
- Assist in updating and following FEMA Standard Operating Procedures (SOPs) for record processing, correspondence, and quality assurance.
- Coordinate with the Contracting Officer’s Representative (COR) and team leads to identify trends, escalate technical issues, and recommend process improvements.
- Participate in required FEMA training, including Operations Security (OPSEC), Insider Threat Awareness, and Information Technology (IT) security modules.
Requirements
- Active FEMA Public Trust clearance (Moderate Risk) or ability to obtain prior to start.
- U.S. citizenship required.
- High-school diploma or equivalent; associate degree preferred.
- One (1) to three (3) years of customer-service experience, preferably supporting a federal education or training environment.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- Strong verbal and written communication skills with proven ability to provide courteous, accurate, and timely support.
- Ability to manage high inquiry volumes, prioritize workload, and maintain attention to detail under deadlines.
- Commitment to confidentiality and compliance with FEMA records-management and data-protection policies.
- Prior experience supporting FEMA, DHS, or other federal education/training or call-center programs preferred.
- Familiarity with FEMA’s Independent Study Database System (ISDBS) or similar Learning Management Systems (LMS) preferred.
- Bilingual communication skills (English/Spanish) preferred.
Benefits
- Comprehensive Group Health Plans (Medical, Dental, and Vision).
- Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
- Flexible Spending Accounts and Supplemental Plans Available.
- Company-paid Training and Professional Development Programs.
- Generous Paid Time Off, Holiday Pay, and Sick Leave.
- 401(k) Retirement Plan with Company Match.
- Critical Illness and Accident Insurance.
- Employee Assistance Program (EAP).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicedata reconciliationrecord managementtranscript processingcourse completion verificationMicrosoft Office SuiteIndependent Study Database SystemLearning Management Systemsattention to detailcompliance
Soft skills
verbal communicationwritten communicationcourteous supporttime managementprioritizationconfidentialityprocess improvementteam collaborationproblem-solvingcustomer assistance
Certifications
FEMA Public Trust clearance
