Customer Service Analyst – Data Entry & Call Center

About the role

The Customer Service Analyst supports the National Center for Disaster Fraud call center by handling inbound hotline calls, entering complaint information, and assisting with various administrative projects. This non‑supervisory position works under the direction of Call Center Managers and the Program Director.

Key responsibilities

• Answer hotline calls and accurately enter complaint data into the appropriate agency database (approximately 40% of time).
• Process non‑phone complaints received from partner agencies and load them into each agency’s system (approximately 40%).
• Assist Call Center Managers and Assistant Managers with additional projects and administrative tasks as needed (approximately 15%).
• Perform other duties assigned by supervisors (approximately 5%).

Required profile

• Bachelor’s degree or equivalent experience in a related field.
• Experience in a call‑center or customer‑service environment is preferred.
• Flexible, adaptable, and able to work full‑time day or evening shifts based on call‑center needs.
• Willingness to be on‑call, work holidays, weekends, or during emergency situations.
• Ability to pass a federal background check.

Required skills

• Proficiency with Microsoft Office applications.
• Strong data‑entry accuracy and eye‑hand coordination.
• Comfortable using standard office equipment such as computers, telephones, and copiers.