Customer Service Representative - Helpline Part Time

Gaudenzia, Inc.•Ranshaw, PA

2d•Onsite

About The Position

The Customer Service Representative manages incoming calls and customer inquiries about Gaudenzia’s programs and services. The role directs callers to appropriate departments or resources, resolves concerns, documents interactions, follows up on requests, and coordinates with internal teams. It also supports crisis-call routing and protects confidential information in accordance with HIPAA requirements. Administrative work includes maintaining accurate CRM records and call logs, preparing performance reports, participating in meetings, training, and quality reviews, contributing to process improvements, keeping current on programs and policies, and helping update standard operating procedures. The position is described as part-time in the job title, though the working-conditions section also calls it full-time at 40 hours per week. Scheduling may include evenings or weekends. The work takes place in an office or call-center environment and involves extended sitting and computer use in a fast-paced, metric-driven setting. Performance expectations include call handling times averaging 5–7 minutes, customer satisfaction scores of at least 75%, NPS of 50 or higher, team wait times under 10 seconds, first-call resolution of at least 80%, call quality scores of 90% or above, after-call work under 30 seconds, and attendance and schedule adherence of at least 95%. Employees receive ongoing training, coaching, and feedback, with career advancement and access to industry certifications and continuing education.

Requirements

High school diploma or equivalent required.
At least 2 years of call center or customer service experience.
Strong verbal and written communication skills.
Proficiency in Microsoft Office Suite and CRM systems.
Experience with multi-line phone systems.
Ability to maintain composure in challenging situations.
Knowledge of HIPAA compliance and confidentiality requirements.
Demonstrated experience meeting performance metrics in a call-center environment.
Exceptional interpersonal and communication skills.
Strong problem-solving abilities; empathetic and patient demeanor.
Excellent organizational and multitasking abilities, with attention to detail and strong documentation skills.
Cultural competency and sensitivity.
Ability to work independently and as part of a team.
Strong time management skills, adaptability to changing priorities, and resilience in challenging situations.
Proficiency in call-center software and telephony systems; experience with CRM platforms and databases.
Knowledge of performance monitoring tools and familiarity with quality monitoring systems.
Ability to navigate multiple computer applications simultaneously.
Understanding of call-center metrics and KPIs.

Nice To Haves

Associate’s degree preferred.
Experience in healthcare or behavioral health settings.
Bilingual Spanish/English capabilities.
Knowledge of substance use disorders and recovery.
Experience with electronic health records systems.
Crisis management experience.
Bachelor’s degree in a related field.
Call-center certification or relevant industry certifications.

Responsibilities

Answer and manage a high volume of incoming calls professionally and efficiently.
Provide accurate information about Gaudenzia’s programs and services.
Direct callers to appropriate departments or resources, including routing emergency calls to appropriate resources.
Address and resolve customer service inquiries and concerns.
Maintain detailed call logs and document all customer interactions accurately in the CRM system.
Follow up on pending inquiries and service requests.
Coordinate with internal departments to resolve complex issues.
Maintain confidentiality in accordance with HIPAA regulations.
Handle customer feedback and complaints with professionalism and empathy.
Participate in regular team meetings, training sessions, quality assurance reviews, and feedback sessions.
Contribute to continuous improvement initiatives.
Generate daily, weekly, and monthly performance reports.
Maintain updated knowledge of programs, services, and policies.
Assist in developing and updating standard operating procedures.
Perform other duties as assigned.