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Fema Customer Service Representative Jobs (NOW HIRING)

CTR GROUP

Bilingual Customer Service Representative I

$15.75 - $20/hr

We are seeking Remote Customer Service Representative (FEMA Support). Work From Home | Full-Time Make a difference by supporting a federal emergency response program that assists individuals and ...

CTR Corporation

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Bilingual (Spanish/English) Customer Service Representatives - Remote

Houston, TX · On-site

$19.90 - $23.01/hr

  • Medical

  • Dental

  • Vision

  • Life

We are seeking Remote Customer Service Representative (FEMA Support). Work From Home | Full-Time Make a difference by supporting a federal emergency response program that assists individuals and ...

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CTR Corporation

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Bilingual (Spanish/English) Customer Service Representatives - Remote

Albuquerque, NM · On-site

$19.90 - $23.01/hr

  • Medical

  • Dental

  • Vision

  • Life

We are seeking Remote Customer Service Representative (FEMA Support). Work From Home | Full-Time Make a difference by supporting a federal emergency response program that assists individuals and ...

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Fema Customer Service Representative information

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How much do fema customer service representative jobs pay per hour?

As of Aug 13, 2026, the average hourly pay for fema customer service representative in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is a FEMA Customer Service Representative?

A FEMA Customer Service Representative assists individuals and communities affected by disasters by providing information on disaster assistance programs, answering inquiries, and helping applicants complete necessary forms. They work in call centers or disaster recovery centers, ensuring that survivors receive timely and accurate guidance. The role requires strong communication skills, empathy, and the ability to handle stressful situations professionally.

What are the key skills and qualifications needed to thrive as a FEMA Customer Service Representative?

To thrive as a FEMA Customer Service Representative, you need strong communication skills, attention to detail, and the ability to handle high-stress situations, often backed by a high school diploma or equivalent. Familiarity with FEMA's disaster assistance programs, case management software, and call center systems is commonly required. Patience, problem-solving abilities, and empathy help representatives provide effective support to disaster survivors and work well within a team. These skills ensure accurate information delivery and compassionate service to individuals in crisis, critical for successful disaster relief efforts.

What are some common challenges faced by FEMA Customer Service Representatives during disaster response periods?

FEMA Customer Service Representatives often experience high call volumes and emotionally charged conversations during large-scale disaster responses, which can be both challenging and demanding. Representatives must balance providing accurate information with showing empathy and patience to people under stress or facing loss. Fast-paced environments require adaptability and strong organizational skills as priorities may shift rapidly in response to evolving situations. The role also demands consistent collaboration with other team members and supervisors to resolve complex cases efficiently. Training and support are available to help representatives manage these situations, but resilience and a positive attitude are key to long-term success.

More about Fema Customer Service Representative jobs
What cities are hiring for Fema Customer Service Representative jobs? Cities with the most Fema Customer Service Representative job openings:
What are the most commonly searched types of Fema Customer Service Representative jobs? The most popular types of Fema Customer Service Representative jobs are:
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Fema Customer Service Representative jobs near you
Infographic showing various Fema Customer Service Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Customer Service Representative

Leading Solutions, LLC

Emmitsburg, MD • On-site

$21.54/hr

Other

Posted 26 days ago

Job description

Customer Service Representative

Customer Service Representative (CSR) Location: Emmitsburg, MD (NDEMU Campus) Schedule: Monday through Friday, 8:00 AM to 4:30 PM EST Pay: $21.54 per hour plus $5.09 H&W Start Date: Upon FEMA approval and contract award Overview

Leading Solutions is seeking Customer Service Representatives to support FEMA's National Disaster & Emergency Management University (NDEMU) Independent Study Program. This program provides nationwide emergency management training to millions of students annually. CSRs play a critical role in supporting student services, managing inquiries, updating student records, and ensuring an exceptional customer experience.

This position requires professionalism, accuracy, and the ability to support a high-volume training program that serves federal, state, tribal, local, and public stakeholders. Six CSRs will support the mission, in accordance with FEMA's PWS requirements.

Key Responsibilities
  • Customer Support and Student Services
    • Respond to student inquiries via phone, email, and online submissions.
    • Provide courteous, accurate, and prompt assistance in an educational/training environment.
    • Support student needs related to applications, student profiles, exam records, and course completions.
  • Account Management
    • Reconcile duplicate or conflicting student accounts using the ISDBS and OPM systems.
    • Identify and escalate program or policy issues appropriately.
    • Update student records and general profile data as needed.
  • Transcript & Verification Processing
    • Process and verify Group Verification Requests in compliance with PII safeguards.
    • Prepare and mail official student transcripts using FEMA-provided materials.
    • Maintain accuracy and timeliness for transcript and verification workflows.
  • Email & Call Management
    • Process all electronic mail inquiries within established timelines (20,000+ annually).
    • Answer all customer service calls during core hours as required by the PWS.
    • Document calls exceeding ten minutes for monthly reporting.
  • Program Support & Documentation
    • Support the creation, updating, and adherence to Standard Operating Procedures.
    • Assist with new technology evaluations, system testing, and course information updates.
    • Provide data for monthly reports and performance tracking metrics.
Required Qualifications
  • Ability to read, write, speak, and understand English clearly and professionally.
  • Strong computer skills including Microsoft Word, Excel, and Outlook.
  • Prior experience providing courteous and effective customer support via phone, email, or online platforms.
  • Ability to work on site at NDEMU in Emmitsburg, MD.
  • Must be a U.S. citizen and able to obtain FEMA Public Trust suitability.
Preferred Qualifications
  • Experience in call center, academic support, or federal customer service roles.
  • Familiarity with student record systems or database-driven workflows.
  • Ability to manage high-volume inquiries with accuracy and professionalism.

Work is performed on site in a FEMA-provided office environment. Episodic telework may be authorized during severe weather or facility closures, limited to email-only support. Training on FEMA systems and security requirements will be provided. All employees must complete required OPSEC, Insider Threat, and FOUO handling training within mandated timelines.

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