Hotline Specialist A

Bay Area Turning Point•Webster, TX

18d

About The Position

Provide front desk coverage by answering the agency’s 24-hour Domestic Violence and Sexual Violence hotline, greet guests, and receive and handle community donations. Assist the Compliance Department with data entry of hotlines completed by staff and volunteers.

Requirements

Minimum of 2 years experience in customer service and administrative functions
Ability to answer multi-line telephone for both business related calls and crisis intervention.
Ability to multitask and problem solve.
Sensitivity to clients and knowledge of the issues addressed by the agency
Ability to manage and adjust to a changing workload
Must demonstrate knowledge in the use of Microsoft Word, Excel and Publisher.
Ability to convey concepts and ideas in an orderly, sequential oral and written form
Strong planning and organizational skills with attention to detail
Strong customer relations, communication, and leadership skills
Ability to keep confidential information
Must have a current Texas Drivers License, clean driving record, and be insurable
Ability to lift/carry/move a minimum of 40 lbs. for an extended distance
Must be insurable with valid automobile insurance & at least 2 years of verifiable driving experience

Responsibilities

Provide front desk coverage to include answering the business line, greeting guests, accepting donations, scheduling advocacy appointments and handling hotline calls.
Enter hotline data into the agency’s service database (OSNIUM)
Complete face-to-face walk-in hotlines
Ensure timely and accurate appointment scheduling for Advocates
Provide guidance to agency hotline and receptionist volunteers
Assist with hotline training both classroom and hands-on
Provide trends, common errors and suggestions to the supervisor to ensure effective service delivery via the hotline
Assist in performing other clerical tasks as assigned.
Complete the building coverage schedule monthly by the 20 th for the preceding month
Assist with scheduling hotline volunteers monthly
Attend agency staff meetings: monthly (2 nd Tuesday, 8:45 am to 10:45), quarterly (2 nd Friday, 4 hours) and as requested
Communicate urgent concerns to supervisor immediately
Other duties as assigned