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Customer Service Representative - II

Digital Axis, LLC
Remote

Quick Apply

Job Details

Seasonal | Full-time
$18 - $24 an hour
3 days ago

Qualifications

Customer communication
Teamwork
Managing teams in a customer support role
Team leadership
Coaching
English
Talent development
Frontline customer support management
Team development
Mentoring
CRM system proficiency
Call center management
Technical Proficiency
Time management

Full Job Description

Emergency Response Supervisor (Remote) – FEMA Contact Center

Company: Digital Axis LLC
Location: 100% Remote (U.S.)
Employment Type: Full-Time, Temporary/Seasonal
Positions Available: 4

About the Position

Digital Axis LLC is seeking experienced Emergency Response Supervisors to support the FEMA Disaster Contact Center. This is a full-time, remote supervisory role responsible for leading a team of Contact Center Agents who assist disaster survivors during federally declared emergencies.

The ideal candidate is an experienced call center leader who thrives in a fast-paced environment, enjoys coaching and developing employees, and is committed to delivering exceptional customer service while meeting contractual performance standards.

This is a temporary seasonal surge position supporting FEMA operations.

Compensation & Benefits

Full-Time (40 hours per week)
100% Remote
Pay is based on the applicable Service Contract Act (SCA) Customer Service Representative II wage determination for the employee's county of residence.
An additional $5.09 per hour is provided toward SCA Health & Welfare benefits, in accordance with the Service Contract Act.
Overtime may be available based on operational needs.

Key Responsibilities

Supervise the daily operations of a team of Contact Center Agents.
Monitor employee attendance, productivity, and performance in accordance with company policies.
Coach, mentor, and develop team members to achieve performance and quality objectives.
Conduct regular performance reviews and provide timely coaching and feedback.
Address performance issues and implement corrective actions when necessary.
Handle escalated customer inquiries and provide guidance to team members.
Ensure all contractual performance metrics and customer service standards are consistently met.
Lead team meetings and communicate policy updates, operational changes, and important information.
Promote a positive, professional, and collaborative work environment.
Maintain knowledge of FEMA program updates, internal procedures, and operational requirements.
Support management with reporting, scheduling, and other supervisory duties as assigned.

Minimum Qualifications

Associate degree or two (2) to four (4) years of supervisory experience in a contact center or customer service environment.
Previous experience supervising customer service or call center personnel.
Strong leadership, coaching, and employee development skills.
Excellent written and verbal communication skills.
Experience working with CRM systems and multiple computer applications simultaneously.
Strong organizational and time management skills.
Ability to multitask and perform effectively in a fast-paced environment.
Flexibility to work various shifts, including evenings, weekends, and holidays, as required by operational needs.
English language proficiency.

Technical Requirements

Reliable high-speed internet connection.
Quiet, professional home workspace.
Ability to use multiple computer applications simultaneously.
Comfortable navigating various software platforms and web-based systems.

Security Requirements

Applicants must:

Be a U.S. Citizen
Be eligible to obtain and maintain a Public Trust background investigation
Successfully pass required employment screenings

Why Join Digital Axis?

At Digital Axis, you'll play a vital role in supporting FEMA's mission to help communities recover from disasters. We value integrity, teamwork, compassion, and excellence while providing a collaborative environment where employees can make a meaningful impact.

Pay: $18.00 - $24.00 per hour

Work Location: Remote

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