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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.