Job Description

Job Title: Customer Service Call Center Location: San Diego, CA (Remote with the potential to return to the onsite San Diego office depending on Government Guidelines) Schedule: Full-Time, Monday – Friday 8:00am – 5:30pm plus 1 weekend day preferred Pay: $16 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

· Bilingual English/Spanish++

· 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.