Position: Emergency Inquiry Center Agent
Agents deliver authorized information and updates to callers, along with relevant resources. This remote position utilizes AllOne Crisis Management’s Virtual Contact Center (VCC) technology and MS Teams. Agents are requested to respond as needed.
AllOne Crisis Management offers an Emergency Call Center for clients during disruptive events and critical large scale-incidents impacting their operations, employees, and customers. These incidents may include university crises such as protests, missing students, pandemics, student billing issues, housing shortages, and adverse medical events, as well as broader events like cyber-attacks, active shooter situations, reputational threats, natural disasters, mass casualty accidents, and terrorist acts. AllOne Crisis Management has also responded to global emergencies, including evacuations due to war and the COVID-19 pandemic.
This position is utilized on an as-needed basis, and the hourly pay rate is competitive.
Essential Duties
and Responsibilities
- Represent the customer professionally to callers.
- Review all customer-specific documents and updates to deliver accurate information and support to the callers.
- Accurately document the callers’ demographic details, concerns, and the resources provided.
- Adhere to privacy and confidentiality standards in relation to remote setup, documentation, and communication.
- Carry out tasks remotely without distractions, while maintaining quality and productivity standards.
- Support activations with a commitment of 4-8 hours during business hours. Occasionally, activations may require evening or weekend availability.
Qualifications
and Requirements
- Exhibit strong communication skills when interacting with individuals under stress.
- Experience in customer service sectors is advantageous.
- A personal computer that is virus-free and up-to-date, along with a reliable high-speed internet connection.
- A reliable and clear telephone connection.
- A suitable, private, and secure workspace that is free from distracting background noise or conditions that hinder the agent’s ability to focus completely on their work.
- A flexible and adaptable work schedule.
