Customer Service Representative

We are looking for a Customer Service Representative to support emergency preparedness outreach efforts in Pasadena, California. This is a Contract position focused on connecting with State of California residents, sharing clear guidance, and helping people access timely information during preparedness and response activities. The ideal candidate is comfortable handling a high volume of inbound and outbound communication, documenting interactions carefully, and delivering attentive service in a fast-paced environment.

Responsibilities:

• Place outbound calls to residents and community members to communicate emergency readiness information and offer appropriate support resources.
• Handle incoming questions effectively, providing accurate guidance related to disaster preparedness, safety procedures, and related services.
• Record call details, customer concerns, and follow-up actions in the designated system with a high level of accuracy.
• Apply established call handling standards, scripts, and operating procedures to ensure consistent and compliant service.
• Take part in ongoing training to remain current on program updates, communication approaches, and service expectations.
• Manage email correspondence and related administrative tasks to support customer interactions and case follow-up.
• Schedule appointments or callbacks when needed to help ensure residents receive timely assistance.
• Use Microsoft Word, Excel, and other basic office tools to complete documentation and support daily customer service activities.