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 elevate 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 Environment & Additional Details 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. #J-18808-Ljbffr