Seasonal Call Center Representative

Youth Opportunities Unlimited • Cleveland, OH

1d • $18 - $19 • Remote

About The Position

Since 1982, over 150,000 youth have been helped with Youth Opportunities Unlimited (Y.O.U.) programs. Y.O.U. helps teens and young adults, ages 14-24 living in economically distressed communities succeed by providing educational and workforce opportunities, skills development, and access to career pathways. We offer school-based and community-based programs designed to meet the needs of Northeast Ohio employers, with a focus on those industry sectors that provide the most opportunities for career success. At Y.O.U., we are dedicated to excellence and continuous improvement of the quality of our services to youth, employers, and the community. Job Purpose The Seasonal Customer Service Specialist will deliver excellent customer service to all inquiries regarding Y.O.U. programs. Inquiries will come via phone, email, and in-person meetings from program participants, their families, prospective participants, Y.O.U. staff, and other community members.

Requirements

• High School Diploma or GED required.
• Must have at least 2 years of experience in a high-volume customer service environment.
• Must pass a background BCI/FBI check as a condition of employment.
• Must have experience with databases, spreadsheets, and word processing.
• Belief and commitment to Y.O.U.’s mission, vision, and values.
• Proven ability to handle crisis situations with diplomacy and maintain emotional control under stress.
• Strong verbal and written communication skills with excellent interpersonal skills.
• Proficient in Microsoft Office Suite programs, Outlook email, Google drive applications, and spreadsheets.
• Possess active listening skills, analysis skills, and stress management skills.
• Highly detail-oriented and data-efficient.
• Comfortable using technology and adapting to new technology.
• Ability to work independently and with teams with minimal supervision.
• Ability to juggle multiple tasks and initiatives at once.
• Enthusiastic, flexible, adaptable, patient, and diplomatic.
• Possess a positive and solution-oriented attitude.
• Proven organizational skills.
• Social interaction with clients and team members is required frequently.
• Reliable internet connectivity and availability during work business hours is mandatory.
• Ability to work nights and weekends as scheduled.
• When working remotely, employees must have a workspace free of distractions and background noise (Pets, children, television, radio, etc.)
• Social interaction with team members, vendors, partners and/or participants frequently.
• This position requires such physical abilities as sitting at a computer and doing phone work for long periods of time.

Nice To Haves

• Hard wired internet at the primary work location preferred but not required.
• Bilingual (Spanish & English) preferred but not required.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely and professional manner.
• Maintain consistent and excellent customer service delivery.
• Identify client needs, clarify information, research issues, and provide solutions and/or alternatives.
• Resolve client inquiries professionally and diplomatically.
• Escalate issues as needed to Senior Customer Service Specialist when necessary.
• Ensure accurate documentation of correspondence with customers using an online data management system.
• Assist with outgoing program mailings from different Y.O.U. departments in a timely manner.
• Assist Worksite Supervisors and participants with any issues with the HRIS system (es: log in issues, payroll issues)
• Attend and participate in staff meetings as scheduled and required.
• Submit reports and paperwork in a timely fashion as directed by Team Lead and Program Manager.
• Other duties as assigned.

Benefits

• Medical, dental, vision benefits available with coverage beginning the first of the month following date of hire.
• Retirement Plan Options
• Paid Parking
• Paid Holidays
• End of Assignment Bonus: $500

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED