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Helpline Agent Jobs (NOW HIRING)

SOSi

Call Agent

$15.25 - $20.25/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOSi

Call Agent

$15.25 - $20.25/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOSi

Call Agent

$15.25 - $20.25/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

ClearanceJobs

Call Agent Remote / Telecommute Jobs

$15.25 - $20.25/hr

Call Agent Position Company Description Founded in 1989, SOSi is among the largest private, founder ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

New

SOS International LLC

Call Agent

El Paso, TX · On-site

$13.50 - $17.75/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOS International LLC

Call Agent

Seattle, WA · On-site

$17 - $22.50/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOS International LLC

Call Agent

Reston, VA · On-site

$15.50 - $20.50/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOS International LLC

Call Agent

Albuquerque, NM · On-site

$14.50 - $19.25/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOS International LLC

Call Agent

Los Angeles, CA · On-site

$16.25 - $21.25/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

SOS International LLC

Call Agent

Tucson, AZ · On-site

$14.50 - $19/hr

The Call Agent position will during periods of FEMA surge disaster activity, need to respond to ... When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) * Work hours ...

Norfolk Southern Corp.

Special Agent

Memphis, TN · On-site

$60 - $80/hr

B3 Special Agent- Memphis, TN A resume helps you stand out to hiring managers and recruiters; your ... If you believe you have been discriminated against, contact the EEO Helpline at (888) TALKEEO or ...

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Helpline Agent information

What is a helpline agent?

Helpline Agents are customer service professionals who provide support, information, and assistance to people seeking help via phone, chat, email, or other communication channels. They listen to callers' concerns, answer questions, and guide them to appropriate resources or solutions. Helpline Agents often work in fields such as healthcare, mental health, crisis intervention, technical support, or government services. Their main goal is to offer timely, empathetic, and accurate assistance to those in need.

What are the key skills and qualifications needed to thrive as a helpline agent?

To thrive as a Helpline Agent, you need strong communication skills, active listening abilities, and a customer-focused mindset, often supported by a high school diploma or equivalent. Familiarity with call center software, CRM systems, and basic computer proficiency is typically required. Patience, emotional resilience, and problem-solving skills help agents effectively support callers in stressful or urgent situations. These skills ensure accurate assistance, high customer satisfaction, and efficient resolution of concerns.

What are some common challenges faced by helpline agents and how can they be managed?

Helpline Agents often encounter callers who are distressed or experiencing crises, which can be emotionally challenging. Managing high call volumes and maintaining composure under pressure are typical aspects of the role. To handle these challenges, agents receive training in active listening, empathy, and de-escalation techniques, and many organizations provide access to supervisory support or peer debriefing sessions. Practicing self-care and utilizing available resources can help agents maintain their well-being and effectiveness on the job.

What is the difference between Helpline Agent vs Customer Service Representative?

AspectHelpline AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; training in communication and problem-solvingHigh school diploma or equivalent; training in customer interaction
Work EnvironmentCall centers, support lines, remote or on-siteRetail stores, call centers, offices
Industry UsageHealthcare, tech support, government helplinesRetail, telecom, banking
Common Search IntentProviding technical or health support via helplineAssisting customers with products or services

Helpline Agents primarily focus on providing specialized support through dedicated helplines, often in technical, healthcare, or government sectors. Customer Service Representatives handle general customer inquiries across various industries. While both roles require strong communication skills and similar credentials, Helpline Agents typically work in more specialized environments, offering targeted assistance via phone or online support channels.

Can I work in a call center without experience?

Helpline agent positions in call centers often do not require prior experience, as training is typically provided to develop necessary communication and customer service skills. Basic computer literacy and a friendly attitude are usually sufficient to start, with on-the-job training covering specific tools and procedures.

How can I become a helpline agent?

To become a helpline agent, candidates typically need a high school diploma or equivalent and strong communication skills. Relevant experience in customer service or counseling can be beneficial, and training is often provided by the employer. Proficiency with phone systems and the ability to handle sensitive situations are important for success in this role.
More about Helpline Agent jobs

What job categories do people searching Helpline Agent jobs look for?

The top searched job categories for Helpline Agent jobs are:

Helpline Agent jobs near you
Infographic showing various Helpline Agent job openings in the United States as of August 2026, with employment types broken down into 89% Full Time, and 11% Contract. Highlights an 67% In-person, and 33% Remote job distribution.

Call Agent

SOSi

Remote

$15.25 - $20.25/hr

Contractor

Re-posted 26 days ago

Job description

Company Description
Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.
Job Description
*** This position is contingent upon contract award ***
The Call Agent position will during periods of FEMA surge disaster activity, need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. Call Agents will be taking calls, in a ready state to take calls, after call work, 30-minute pre-shift, or directly involved in coaching or training. Call Agents perform the call center supported registration process, provide applicable referrals, and address follow-up questions from survivors.
This is an Independent Contractor position. The Call Agent will be scheduled to work 8 hours a day for 40 hours a week. This will be shift work up to 0100 in the morning and include weekends and holidays.
ESSENTIAL JOB TASKS
  • Must be a US Citizen or Legal Permanent Resident (a/k/a "green card holder")
  • Must be a resident of the US or one of its territories
  • Successfully pass the DHS Employment Eligibility Verification (E-Verify) program.
  • Pass a USG Background Check
  • Handle all calls with tact and diplomacy, demonstrate good listening skills, and empathy, while accurately recording information in the Government's computerized database.
  • Fluent in both English and Spanish
  • Complete SOSi provided Day Zero Training
  • Complete Customer Registration Intake Training (two consecutive 8-hour sessions)
  • When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions)
  • Work hours as scheduled and realize this may include weekends and holidays

TRAINING
  • SOSi will provide Day Zero Training to complete the six required training certificates
    • Security Awareness Training (SAT)
    • Unauthorized Disclosure of Classified or Unclassified Information (UIC)
    • Operational Security Awareness Brief (OPSEC)
    • Insider Threat Training (ITT)
    • Privacy at DHS (PDHS)
    • Rules of Behavior (ROB)

FEMA will provide the necessary training for:
  • Registration Intake Training (two consecutive 8-hour training sessions)
  • Helpline Training (four consecutive 8-hour training sessions)

Qualifications
MINIMUM REQUIREMENTS
  • 1-2 years of related job experience
  • Fluent in English and Spanish
  • Must be a US Citizen
  • Must have lived in the US for 3 out the past 5 years
  • Basic data entry skills
  • Ability to pass an USG background investigation
  • Strong written and verbal communication skills
  • Must be able to work independently or within a team

Additional Information
WORK ENVIRONMENT
  • Work is at home
  • Requires periods of non-traditional hours including consecutive nights or weekends when necessary
  • Shift work is required as this is 7 days a week 365 days a year. This includes Holidays and weekends

WORKING CONDITIONS
  • Ability to work from home
  • Strong internet connection
  • Quit workspace free from interruptions and background noise

Working at SOSi
All interested individuals will receive consideration and will not be discriminated against for any reason.

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