Call Center Representative (Temporary, Part-Time)
About The Position
As a Call Center Representative, you will work in our Centralized Intake System to be the first-line response to homeless clients and partner agencies related to inquiries for our programs and referrals. This position also includes responding to Mission calls from the main line related to other departments such as donors, gift processing, marketing, outreach, aftercare and GIK. In addition, this position will ensure partnering agencies’ questions are answered and will conduct the pre-intake process for guests entering our programs. Scheduled: Tuesday - Friday 8:30 am - 2:00 pm Target starting pay: $22.00 per hour
Requirements
- Acknowledge and sign the Mission's Statement of Faith.
- High School Diploma or equivalent required.
- 1 - 2 years of experience in a call center environment (inbound and outbound calls).
- Experience working with a complex or multi-line phone system required.
- Proficient with Microsoft Office Suite (Outlook, Excel & Word).
- Must be able to pass a 4-panel drug screen.
Nice To Haves
- Experience with a service provider preferred.
- Experience working with a client tracking system Clarity or similar CRM preferred.
- The ability to speak multiple languages is highly preferred.
- Knowledge of homeless services is a plus.
Responsibilities
- Answer the Mission Central Intake hotline in a compassionate and professional manner.
- Provide an average of four services to each caller: Assess participant needs, Provide supportive advocacy, Start intake into program if applicable, Offer information and appropriate referrals to community services if necessary or to a Mission location using warm handoffs when possible.
- Return voicemail and emails from clients and community partners.
- Respond to Mission calls from the main line related to other departments such as donors, gift processing, marketing, outreach, aftercare and GIK.
- Call back clients on list when shelter/program space is available.
- Accurately obtain and record client demographic information for use in identifying service and geographic needs of callers.
- Enter accurate data and report to Call Center Manager and Director of External Affairs as requested for continuous improvement to our intake process.
- Work with Mission Relationship Manager to provide comprehensive information and referral services.
- Maintain a level of comfort and ability around basic technology (email, databases, etc.) as well as future systems as our technology needs progress.
- Participate in organizational meetings, training, and initiatives as required.
- Perform other duties assigned to support the Mission’s success.
Benefits
- All temporary employees will accrue sick for hours worked.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
