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Work in a comfortable Call Center environment
Orlando
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JOB DETAILS |
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| Career Field |
Non-Profit, Call Center
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| Job Duration |
Part Time |
| Minimum Education |
Bachelor's Degree |
| Salary Offered |
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| Wage Offered |
$9.50/ per hour
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| Relocation Assistance |
Not Available
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JOB DESCRIPTION |
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POSITION OBJECTIVE:
Answer inbound information and crisis calls for citizens in need of assistance, record citizens information into the call center database, and provide referrals to the appropriate resources as needed.
PRIMARY JOB RESPONSIBILITIES/DUTIES:
Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
Maintain a non-judgmental attitude when speaking with callers, displaying sensitivity to all cultural backgrounds.
Identify and reflect the feelings of callers in crisis.
Assess callers needs or situation using pertinent questions and the principles of active listening.
Advocate for callers when appropriate.
Complete assessments for callers in high risk situations
Access the 2-1-1 database for resources and appropriately refer callers.
Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
Maintain accurate information on all referrals given on each call
Maintain acceptable level of call handling and customer service performance as described by 2-1-1 training standards.
Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.
Actively participate in committees, teams and task forces as needed.
Perform other duties as assigned
PHYSICAL DEMANDS:
Physical demands include sitting for extended periods of time, possible bending and lifting approximately 25 to 30 pounds; regularly using the telephone and regularly moving between floors. Reliable transportation required. Job involves frequent and routinely intense public contact and protracted concentration.
EDUCATION AND EXPERIENCE:
Bachelors degree in social work, sociology or related field or equivalent experience preferred.
One year experience in call center, crisis hotline or information and referral service preferred.
Demonstrated knowledge of health and human services desired.
Ability to effectively assess client needs and show sensitivity to issues presented by callers.
Ability to communicate orally and in writing.
Bilingual Preferred
Ability to work in a high paced call center
AIRS-CRS certification strongly encouraged.
Demonstrate basic computer skills
No phone calls, please
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