Job Description

DESCRIPTION

· Receive inbound phone calls from clients interested in obtaining information about, applying for, or inquiring about their application for public benefits or community social service programs.

· Screen clients for community programs for the purpose of educating, navigating and connecting clients with needed services.

· Use active listening in all interactions to provide exemplary service that focuses on the client’s experience

· Utilize superior customer service skills to ensure the highest level of client satisfaction with the service.

· Apply knowledge of programs to give the most accurate and current information to clients.

AGENT INDIVIDUAL PERFORMANCE METRICS ARE BEING MET OR EXCEEDED:

· Perform accurate documentation of services requested & provided and client information, utilizing online database system and Microsoft Office products.

· Maintain control of the call to ensure calls are efficient and handle time is kept within standards.

· Attendance is reliable and punctual on a regular ongoing basis.

· Services provided to clients are within the scope of our role, providing as much assistance as possible within that capacity.

· High school diploma or GED required. Associate degree or higher preferred; combination of continued education beyond high school and equivalent experience may be substituted.

· Excellent verbal and written communication skills required.

· 1-2 years of call center experience highly desirable.

· Experience in the fields of public health, social work, human development, psychology, sociology/criminology or social sciences are highly desirable

· Bilingual English/Spanish highly desirable.

· High level of proficiency in web-based database systems, real-time chat tools, Microsoft Office, Word and Excel; skills test may be required.

Core department hours are Monday through Friday 7:00 a.m. – 5:00 p.m. and a few shifts are available based on the department operating hours. The company is 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends and holidays. Schedule may be changed as necessary to meet the needs of company clients. Required to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties supporting disaster response operations