Role Description As a Citizens Surge Agent, you will be part of a specially trained support team prepared in advance to respond during periods of increased call volume, particularly during catastrophic events such as severe weather or large-scale loss incidents. Surge Agents are trained on Citizens’ systems, processes, and service expectations so they can be called upon when needed to support disaster response efforts. When activated, the surge team helps absorb high call demand, ensuring policyholders receive timely assistance and claims are handled efficiently during critical situations. - Handle incoming calls from Citizens policyholders. - Assist callers with questions, concerns, and claim-related inquiries. - Accurately document information and file First Notice of Loss (FNOL). - Navigate multiple systems to ensure each interaction is handled efficiently and thoroughly. - Take full ownership of each call, acting as an advocate for the customer. - Adhere to company policies, ethical standards, and information protection guidelines. Qualifications - Legally authorized to work in the United States. - High school diploma or equivalent required. - Must pass a background check. - Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism. - Strong listening skills with the ability to make participants feel heard, respected, and supported. - Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy. - Strong attention to detail with the ability to accurately document, organize, and process information efficiently. - Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously. - Demonstrated problem-solving skills and ability to think critically in a fast-paced environment. - Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues. Requirements - Two or more years of customer service experience. - Call center experience. Preferred Qualifications - Bilingual in Spanish and English preferred. - Knowledge of Property/Casualty Insurance operations and common policy elements. Essential Functions - Model ethical behavior at all times while carrying out responsibilities. - Professionally and effectively respond to incoming calls from policyholders. - Address questions and concerns with care and accuracy. - Follow established procedures to file First Notices of Loss (FNOL). - Provide clear, informed responses to claim-related inquiries. - Serve as an advocate for the caller, ensuring their needs are fully understood and addressed. - Take full ownership of every call, managing it through to resolution. - Complete any necessary follow-up to ensure all promised actions are fulfilled. Training - Orientation: Wednesday May 6, 2026, Time: 12:00 pm EST (30 minute session). - Training: Thursday May 7, 2026, Time: 9:00 am EST to 6:00 pm EST (8 hour session). - Event Date: Friday May 8, 2026, Time: 9:30 am EST to 2:30 pm EST. - All training is paid (orientation and training). - You will be expected to work the entire event on Friday May 8, 2026, NO EXCEPTIONS. - YOU MUST ATTEND THE ENTIRE TRAINING AND THE LIVE EVENT TO REMAIN ACTIVE ON THIS SURGE TEAM. Pay Rate - $15.00 per hour. - $15.50 per hour (bilingual agent). - This is an IC position. - Pay is via Direct Deposit once per month on the 10th. Shifts This role is part of a mock deployment designed to simulate a real surge event. Candidates will receive live training on Thursday, May 7, 2026, to prepare them for handling incoming calls in a real-time environment. On Friday, participants will take mock calls as if they were actively supporting a live event, allowing them to apply their training in a realistic setting. Beyond Friday, there are no scheduled or guaranteed hours at this time. Surge Agents are only activated and assigned hours when a live event occurs. 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. - Operating system – Windows 11; we no longer support Windows 10. - Your computer must have at least 8GB of RAM installed and a processor speed of 2.00GHz or higher. - 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. - Must have an operational web cam. - Must have an operational smart phone. - A second monitor is not required, but strongly recommended. 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/CONTRACTING IN CALIFORNIA OR NEW YORK AT THIS TIME.