Customer Contact Specialist

Goodwill of Central and Northern Arizona•Shrewsbury, NJ

1d•$19•Onsite

About The Position

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' vision of ending poverty. Serves internal and external customers remotely; via telephone, chat feature, email, and other electronic forms of communication. Conducts needs analysis of callers and refers them to the appropriate team, services, or events.

Requirements

High School Diploma or GED preferred
One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred
Ability to multi-task and use multiple system and software applications in a fast-paced environment
Demonstrated high level of detail orientation, professionalism and business acumen
Ability to maintain confidentiality
Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar
Ability to speak and read English proficiently, Bilingual a plus
Excellent internet navigation required
Proficient in MS Office Suite and Google Drive
Ability to pass a background check and drug screen, where applicable for position

Responsibilities

Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services.
Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.
Accurately tracks and reports defined metrics as requested by management.
Provides excellent customer service to both internal and external clients.
Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand appropriately.
Serves as a GCNA ambassador to the community.
May partner with outside organizations to accomplish tasks.
Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other job search related activities.
Assists the Retail Team through calling all frontline applicants, scheduling interviews for the stores, and letting them know more about what GCNA has to offer including skills training, employee engagement activities, Employee Assistant Program (EAP), etc., documenting and updating all interactions.
Ability to meet monthly interview goals in a high volume, fast-paced environment through email campaigns and outbound calls.
Supports all departments in any outreach or virtual needs.
Conducts needs analysis of callers, identifying client talents and skills, and accurately refers them to available internal and external training, employment opportunities, services, or events.
Maintains accurate records of daily activity and services provided, including but not limited to employment events, case notes, and support services assigned.
Virtually supports on-site and off-site events through outbound calls and outreach for GCNA and Mission Services events and trainings.
Assists in collaborating with support areas (Asset Protection, Human Resources, Safety, Finance, etc.) to further business goals and ensure compliance with applicable policies, procedures, and regulations.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
Backs-up other Team Members, as needed.
May travel to other locations for training, as needed.
Maintains regular and consistent in-person attendance.
Performs other related duties, as assigned.