Customer Service Representative

Customer Service Representative

Clearance: Public Trust (suitability background investigation required) Citizenship: U.S. Citizen Location: Emmitsburg, Maryland (National Emergency Training Center – NETC Campus) Work Type: Onsite (with situational telework as authorized) Contract Type: Full-Time Job Posting Active Until: 10/31/2025 Annual Salary Range: $50k – $80k/year

INTECON is looking for highly motivated Customer Service Representatives (CSRs) to support FEMA's National Disaster & Emergency Management University (NDEMU) Independent Study Program (ISP). CSRs will be responsible for providing courteous, accurate, and timely assistance to students, state officials, and stakeholders accessing FEMA training records, transcripts, and online courses. This role plays a vital part in ensuring exceptional customer service for millions of students enrolled in FEMA's Independent Study Program.

Key Duties & Responsibilities

• Provide first-line customer service support by phone, email, and online platforms.
• Respond to student and stakeholder inquiries regarding course status, transcripts, and enrollment.
• Process transcript requests using FEMA-provided systems and materials.
• Support reconciliation of duplicate accounts and student record corrections in ISDBS.
• Maintain courteous and professional interactions with students, officials, and FEMA staff.
• Assist with routine requests, ensuring timely resolution per FEMA service standards.
• Document customer interactions and update records accurately.
• Escalate complex issues to supervisors or FEMA officials as needed.
• Follow FEMA Standard Operating Procedures (SOPs) for ISP program support.
• Maintain compliance with data privacy and security protocols, including safeguarding PII.

Required Qualifications

• High school diploma or equivalent; Associate's degree preferred.
• 1–3 years of customer service experience, preferably in an educational/training environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Strong verbal and written communication skills.
• Ability to provide courteous and effective customer support at a distance (phone, email, internet).
• Must be able to obtain and maintain a Public Trust clearance.

Desired/Preferred

• Experience supporting federal education/training or call center environments.
• Familiarity with FEMA Independent Study Program operations.
• Bilingual communication skills.

Tools & Technologies

• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• FEMA Independent Study Database System (ISDBS).
• Call center and ticketing systems.

Security Clearance

Public Trust adjudication required.

Benefits

• Comprehensive Group Health Plans (Medical, Dental, and Vision) coverage.
• Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
• Flexible Spending Accounts and Supplemental Plans Available.
• Company-paid Training and Development Programs.
• Generous Paid Time Off, Holiday Pay, and Sick Leave.
• 401k Retirement Plan with Company Match.
• Critical Illness and Accident Insurance.
• Employee Assistance Program.

About INTECON

INTECON (Integrity Consulting), founded in 1999, is a wholly owned subsidiary of Aspetto, Inc. Aspetto is a leading product and technology firm known for its strategic enterprise life-cycle support. With expertise in the acquisition, design, deployment, and sustainment of Federal and DoD tech and tactical systems, Aspetto has made a significant impact since its inception in 2008. As an 8(a) and ISO 9001:2015 certified company, and a four-time INC.5000 awardee, Aspetto offers an impressive range of capabilities, including Enterprise IT & Cloud-Based Technologies, Software Development & Cybersecurity, Data & Analytics, Intelligence & Professional Services, Logistics, and Tactical Equipment. Together, Aspetto and INTECON strive to drive innovation, preserve quality standards, and demonstrate an unwavering commitment to our nation's security. Our client-centric approach prioritizes innovative, responsive solutions that consistently exceed expectations. INTECON is proud to be an Equal Opportunity Employer committed to fostering diversity and inclusivity. We firmly uphold the principle of Equal Pay for Equal Work, without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, eligible veteran status, or any other protected characteristic. We welcome qualified applicants from all backgrounds and strive to create a workplace where everyone feels valued and respected.