Part-Time Customer Service Representative

Gaudenzia, Inc.•Ranshaw, PA

About The Position

We need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others. Gaudenzia's Mission: Gaudenzia's Mission is to promote long-term recovery by providing comprehensive treatment and support to people with substance use disorder, co-occurring mental health disorders, and related conditions, regardless of individual circumstances.

Requirements

High school diploma or equivalent required; Associate's degree preferred
Minimum 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

Nice To Haves

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

Responsibilities

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