Emergency Services Call Operator

Direct Interactions, headquartered in Seattle Washington, is a mid-size 100% U.S.-based BPO company that offers flexible, scalable, and cost-effective outsourcing solutions for mid to large public and private sector organizations. We focus on disaster response, state and federal government, healthcare, senior care, retail & Ecommerce, and various other sectors. We are a 100% work-from-home outsourcing company with employees in 48 states.

Position Summary

The primary work of the Emergency Services Call Operator is to efficiently handle incoming calls reporting emergency situations and coordinating with appropriate county departments for prompt responses. This role requires 24/7 availability, precise information gathering, clear communication, and the ability to reach designated county staff through multiple channels during and after regular working hours.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please continue to monitor all inboxes in your email so that way you do not miss an email or any deadline to respond by.

• Bilingual proficiency in English and Spanish is required.
• Strong communication, organizational, and multitasking skills.
• Ability to work under pressure in a fast-paced environment.
• Availability to work in a shift pattern covering 24/7 service requirements.
• Excellent verbal and written communication.
• Ability to handle multiple projects and tasks.
• Ability to maintain high-level of self-motivation.
• Ability to prioritize and organize effectively.
• Ability to supervise and motivate others.
• Must pass a criminal background check.
• Legally able to work in the United States; Must be a current resident living in the US.
• Must reside in Lee County Florida in one of the following cities:

Alva, FL

Barefoot Beach, FL

Boca Grande, FL

Bokeelia, FL

Bonita Beach, FL

Bonita Springs, FL

Cape Coral, FL

Cape Coral South, FL

Captiva, FL

East Fort Myers, FL

Estero, FL

Florida Gulf Coast University, FL

Fort Myers, FL

Fort Myers Beach, FL

Lehigh, FL

Lehigh Acres, FL

Matlacha, FL

Matlacha Isles, FL

Miromar Lakes, FL

North Fort Myers, FL

South Fort Myers, FL

Pineland, FL

Saint James City, FL

San Carlos Park, FL

Sanibel, FL

Tice, FL

Duties/Responsibilities

• Receive and manage incoming calls for Emergency Services, extracting critical information from citizens.
• Contact and convey detailed information to designated county personnel immediately upon call assessment.
• Perform outgoing calls and follow-ups if initial contacts are unavailable, documenting attempts and responses.
• Ensure continuous personal operator coverage during designated service hours, including after-hours, weekends, and holidays.
• Adjust the provided call list as requested by the county and maintain confidentiality of contact information.
• Communicate effectively in English, handling calls promptly (within three rings) and minimizing hold times.
• Record, maintain, and archive audio of calls, ensuring recordings are retrievable for at least 60 days.
• Log all calls with comprehensive details, including date, time, caller information, reason, and action taken.
• Generate clear and comprehensive daily reports for county departments summarizing the prior day’s calls.
• Provide immediate attention to after-hours calls, including but not limited to animal services, utilities, and solid waste issues.
• Adapt to any changes in departments, tasks, or services as directed by the county for optimal service delivery.

Education and Experience

• Minimum of a high school diploma or equivalent. Bachelor’s degree preferred.
• Minimum of 3-5 years of call center experience in the areas of customer service and/or phone sales.
• Minimum 3-5 years related supervisory experience.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer but may involve walking or standing for brief periods of time.
• May perform activities requiring the ability to lift, carry, push, pull or otherwise move objects.
• Must be able to lift up to 15 pounds at times

Compensation

• $15.00 per hour

Benefits

• Health/Medical & Dental insurance is available after 60 days worked
• Paid time off (PTO)

Schedule

• Monday through Friday working daytime business hours
• 40 hours a week required

Training

• Date: TBD
• Time: TBD

Technical Requirements

• Desktop or laptop; Apple/Mac, tablets or smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
• Operating system – Windows 10 or higher
• US based Internet service provider (ISP)
• High-speed Internet via hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
• USB headset with noise-canceling microphone; 3.5 mm headsets are NOT approved and will not work with our software
• A second monitor is not required, but strongly recommended

Work Location

• Remote (US)
• Must reside in Lee County Florida in one of the following cities:

Alva, FL

Barefoot Beach, FL

Boca Grande, FL

Bokeelia, FL

Bonita Beach, FL

Bonita Springs, FL

Cape Coral, FL

Cape Coral South, FL

Captiva, FL

East Fort Myers, FL

Estero, FL

Florida Gulf Coast University, FL

Fort Myers, FL

Fort Myers Beach, FL

Lehigh, FL

Lehigh Acres, FL

Matlacha, FL

Matlacha Isles, FL

Miromar Lakes, FL

North Fort Myers, FL

South Fort Myers, FL

Pineland, FL

Saint James City, FL

San Carlos Park, FL

Sanibel, FL

Tice, FL

*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Chromebook, and Android systems areNOTcompatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.