Job Description
Job Title: Customer Service Call Center (Remote) Location: San Diego, CA, work from home, will re-evaluate summer 2021 if the positions will return to the onsite office in San Diego, CA Schedule: Full-Time, Monday – Friday 8:00am – 5:30pm plus 1 weekend day preferred Pay: $16.00 per hour Duration: Direct Hire Position Summary:
The Customer Service Call Center Representative will assist our community in a call center setting (remotely). A successful team member knows the importance of empathy, advocacy, cultural competency and follow-up assistance to help callers access the services needed. This position requires a creative intellectual with critical thinking skills and a desire to help those in need. Duties:
· The position is part of a team that is responsible for providing information and resources to people in the community who need social services.
· This position will be on the phone speaking with people 90% of the day.
· Perform in-depth screening for community programs for the purpose of educating, navigating and connecting clients with needed services.
· Using needs assessment, identify programs to assist the client based on the social determinants of health.
· Actively listen to clients to develop a strategy that identifies solutions to barriers to access.
· Identify and accurately refer clients to appropriate community resources which may address the clients’ additional health and social needs.
· Accurately document all client interactions and unmet needs in systems to assist in the identification of gaps in services that can be addressed.
· Facilitate client access to community resources and agencies.
· Identify and assist with barriers to care and monitor client progress.
· Use active listening and conversational intent in all interactions to provide high-quality confidential connections to resources and services for all clients.
· Ensure successful service delivery by continuously monitoring and improving personal productivity, quality measurements, client satisfaction surveys and efficiency.
· Manage follow-up conversations with clients to identify needs for advocacy, further services, and feedback regarding services received.
· Provide ongoing process improvement strategies for internal programs.
· Keep all activities in line with the core values and contribute to the positive culture.
· Assist with other projects as assigned.
Qualifications:
· Customer Service Call center experience
· Comfortable working remotely/ must live in or around San Diego County area
· EQUIPMENT: Must posses an ethernet port/ LAN port socket in the wall at home or router to plug in an ethernet cord for VPN Connectivity
· Bilingual English/Spanish is a plus, not required
· 1-2 years’ experience working directly with clients in a non-profit, community-based health or social services agency, information and referral service, counseling center, or charitable organization.
· A positive attitude, desire to learn and grow and aspirations to lead.
· A focus on the growth and well-being of people and the communities to which they belong.
· Excellent verbal, written and interpersonal communication skills.
· High level of proficiency in web-based systems, real-time communication systems (i.e.: chat), Microsoft Office, and other Client Record Management systems.
· The desire to seek learning opportunities to promote growth, professional and personal development.
· Experience or education in the fields of social sciences and humanities such as public health, social work, human development, psychology, and/or sociology desired.
· Ability to think critically, solve problems creatively, and effectively assist clients in difficult situations.