Customer Service Representative - Helpline Part Time

Gaudenzia • Coal Township, PA

1d • Onsite

About The Position

Gaudenzia is hiring a Customer Service Representative for its helpline. The role supports the agency’s mission of promoting long-term recovery by providing information and support to people affected by substance use disorders, co-occurring mental health disorders, and related conditions. The representative manages incoming calls, answers questions about programs and services, documents interactions, coordinates with internal teams, and directs crisis or emergency calls to appropriate resources. The work takes place in an office or call center and involves extended sitting and computer use in a fast-paced, metric-driven environment. The posting labels the role part time, although its working-conditions section describes it as full time at 40 hours per week; it may require flexible scheduling, including evenings or weekends.

Performance expectations include meeting call-handling, customer-satisfaction, first-call-resolution, call-quality, documentation, call-volume, and schedule-adherence targets. The position also includes training, coaching, performance reviews, quality assurance participation, and opportunities for career advancement and continuing education.

Requirements

• High school diploma or equivalent.
• 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 and an empathetic, 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, adaptability, and resilience when handling changing priorities and challenging situations.
• Proficiency in call center software and telephony systems; experience with CRM platforms and databases.
• Knowledge of performance monitoring tools, quality monitoring systems, call center metrics, and KPIs.
• Ability to navigate multiple computer applications simultaneously.

Nice To Haves

• Associate’s degree.
• Experience in healthcare or behavioral health settings.
• Bilingual capabilities in Spanish and English.
• Knowledge of substance use disorders and recovery.
• Experience with electronic health record 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 and direct callers to appropriate departments or resources.
• Address and resolve customer service inquiries and concerns, and handle feedback and complaints with professionalism and empathy.
• Maintain detailed call logs and document all customer interactions accurately and thoroughly 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.
• Support crisis call management by directing emergency calls to appropriate resources.
• Participate in regular team meetings, training sessions, quality assurance reviews, and feedback sessions.
• Contribute to continuous improvement initiatives and assist in developing and updating standard operating procedures.
• Generate daily, weekly, and monthly performance reports.
• Maintain updated knowledge of programs, services, and policies.
• Perform other duties as assigned.

Benefits

• Competitive pay.
• Excellent benefits.
• On-the-job training.
• Upward mobility and career advancement opportunities.
• Educational assistance.
• Ongoing training in customer service best practices and substance use disorder awareness and sensitivity.
• Regular coaching and feedback sessions.
• Access to industry certifications and continuing education.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED