Contact Center Call Specialist

The Opportunity Alliance • South Portland, ME

2d • Hybrid

About The Position

211 Maine is a free, confidential information and referral service. Our Call Specialists receive calls, texts and emails from individuals seeking access to health and human services and guidance to help them connect with essential community services. In this role, our specialists are expected to provide quality customer service, empathetic care, and informed problem-solving skills for individuals in need. This position will also require complete, thorough and accurate documentation as required by the program with timeliness to meet program standards. Comfort with multiple platforms is crucial to the successful completion of training.

Requirements

• High School Diploma or equivalent required.
• Computer proficiency in Microsoft Office required.
• Strong working knowledge of computers and software programs required.
• High degree of accuracy and attention to detail at all times.
• Ability to plan and utilize time in an efficient manner required.
• Ability to take initiative required.
• Excellent written and verbal communication skills required.
• Must be able to successfully pass a criminal background, child protective service check & sex offender check.
• Must not be on the state or federal suspension and disbarment list.

Nice To Haves

• Associates Degree preferred.
• Ability to obtain certification as an Information and Referral Specialist (CIRS) within 3 years.
• Previous experience (in a call center or providing Information & Referral) preferred.

Responsibilities

• Receive calls, texts and emails from individuals seeking access to health and human services and guidance to help them connect with essential community services.
• Provide quality customer service, empathetic care, and informed problem-solving skills for individuals in need.
• Complete, thorough and accurate documentation as required by the program with timeliness to meet program standards.
• Successfully complete training, which requires comfort with multiple platforms.

Benefits

• Generous paid time off accrual
• 9 paid holidays per calendar year and up to 3 floating holidays per calendar year
• Excellent medical benefits at very reasonable cost
• Dental and Vision insurance options
• Agency paid basic life insurance and STD & LTD disability insurances
• 403(b) retirement with a generous agency match
• Tuition Reimbursement – offered once per year through an application process
• Qualified employer under the Public Service Loan Forgiveness (PSLF) program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees