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Surge Team Agent
Job DetailsJob Location: Seattle, WA 98104Position Type: SeasonalSalary Range: $15.00 - $15.00 HourlyHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position Are you looking to make a meaningful impact from the comfort of your home? Join Direct Interactions, in partnership with the American Red Cross, and help support individuals and families affected by disasters across the country. As a Disaster Support Agent, you will assist callers through inbound phone interactions, providing critical information and connecting them with essential resources following natural disasters and other emergency situations. Services may include information on shelter, food, clothing, blankets, health and mental health support, and local resource locations. In this role, you will serve as a vital point of contact for individuals working to recover and regain stability during challenging times. This is a flexible, seasonal independent contractor opportunity designed to support disaster response efforts during periods of increased need. If selected, you will become part of a trained disaster response team and will be required to attend monthly paid refresher training sessions to maintain readiness. When disaster response support is needed, you will be notified via email and expected to be available to begin working within 24 hours of activation. During active response periods, a minimum commitment of 20 hours per week is required, with additional hours often available based on call volume and operational needs. If you are compassionate, dependable, and motivated to help others during times of crisis, we encourage you to apply and join us in making a difference when it matters most. Requirements Reside and legally able to work in the United States Ideally able to respond within 1-2 hours of notification Passion for providing outstanding service Excellent verbal communication skills, including grammar and voice quality Ability to remain poised under pressure during back-to-back calls Proficient in using multiple computer applications quickly and efficiently Show empathy and resolve issues in a timely manner Strong documentation, data entry, organization, and problem-solving skills Ability to handle detailed work with accuracy and speed Self-starter who maintains composure in various interactions Excellent problem-solving skills Meet daily production standards and established goals High school diploma or equivalent (GED) Job Details (what you will be doing) As a Surge Team Agent, you will answer inbound calls from individuals and families affected by natural disasters and emergency situations. Your role is to provide compassionate support, share important information, and connect callers with available resources such as shelter, food, clothing, health services, mental health support, and other disaster relief assistance. Agents serve as a critical point of contact during times of crisis, helping callers understand their options and access the support they need. This is a seasonal, work-from-home opportunity that requires ongoing training and availability during active disaster response periods. Answer incoming calls via computer software to assist those in immediate need Research information in databases to resolve customer issues Handle multiple responsibilities simultaneously Demonstrate listening skills, empathy, and compassion to callers in need Pay Rate $15.00 per hour Independent Contractor position, paid monthly on the 10th via direct deposit Shifts Seasonal agent on the Surge Team Shifts selected in 1-hour increments Call center operates 24/7, with peak times from 6am to 12am EST during surges When in a surge, agents will be required to work at least 20 hours per week You will be required to work at least 6 hours on Saturday and Sunday Training Certification Mandatory orientation date: TBD Time: TBD (30 minute session) Training: TBD Time: TBD Training via a virtual atmosphere (instructor led training) All mandatory events are paid events (orientation and training) Must be able to start immediately Technical Requirements Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU). Operating system – Windows 11 we no longer support Windows 10. Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software. At least 25 Mbps Download Speed At least 3 Mbps Upload Speed = 200ms Latency = 50ms Jitter = 1% Packet Loss 4+ CPU Cores US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET. High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet. USB wired headset with noise-canceling microphone *If you are selected, your offer is contingent upon successfully completing and passing a background check. *There are NEVER any fees associated with applying or working for Direct Interactions. WE ARE NOT HIRING IN CALIFORNIA, WASHINGTON, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME Qualifications
