Job Title:          Call Center Representative    Prepared By:   Human Resources
Department:    Helpline Call Center              Date Prepared: December 5, 2019
Reports To:      Call Center Manager              FLSA Status:   Non-exempt, full-time

Summary:  Supports the organization’s mission by providing a compassionate, inbound client response, connecting the client to available assistance programs in a timely manner. Follows internal control policies and procedures when assisting clients, donors, and the community. Effectively communicates information relevant to our internal and external resources and information.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Answer and properly manage client calls for assistance. Locate caller's geographical location; find the appropriate Conference; interview clients via phone to gather relevant information; access and record appropriate information in the client database; offer referrals to other community resources.
  • Demonstrate excellent telephone manners, and show compassion over the telephone for people who might be worried, depressed, angry, and/or ill or who might be difficult to work with.
  • Is reliable (on time, staying present to the job).
  • Consult with the manager or other staff in the Helpline center to solve mistakes or problems that come up.
  • Help resolve issues that arise between the Conferences and clients.
  • Demonstrate respect for the demanding and generous work of the Conference Vincentians to whom they send information and requests
  • Send out client requests by telephone, fax, or e-mail by end of the day, as directed by the manager.
  • Understand and respect the client’s right to confidentiality with regard to their private information.
  • Work within the framework of the Society’s mission and objectives

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Associate's degree (AA or equivalent) from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.  Experience in social work or volunteer work is preferred.

Language Ability

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Fluency in Spanish strongly preferred.  Competence in Russian, Vietnamese, Amharic, Cantonese, or Mandarin is an advantage.

Communication Skills

Ability to listen patiently, to understand clients whose native language may not be English, and to formulate and ask appropriate clarification questions to be sure that communication has been effective.

Map-Reading Skill

Ability to accurately record addresses, and to use Google Maps and printed wall map to locate any address in King County.  Ability to detect and correct misspellings, wrong street types (e.g. Ave. vs St.), wrong directional indicators (SW SE N, etc.), and incorrect zip codes to ensure that the correct client location is identified.  Understanding of points of the compass and ability to use NE SE SW etc to rapidly narrow down a map search.

Math Ability

Ability to do basic arithmetic (add, subtract, multiply and divide), have a sense of scale (e.g. to know that 12000s block is 30 blocks north of the 9000s block) and know odd and even numbers.  Ability to handle numbers accurately without transposing digits.

Reasoning Ability

Ability to handle incomplete or unreliable information (e.g. addresses, phone numbers) and ask appropriate questions or lookup maps or other references to get accurate information.  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Proficiency with Microsoft Access data entry, Outlook email, Google Maps and internet searches required.  Proficiency with Microsoft Word is an advantage.

Certificates and Licenses

None required.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is in a standard office environment with desktop business equipment and frequent telephone calls.  Noise level is moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for long periods of time.  The employee must constantly reach with hands and fingers.  Employee must be able to work in close contact with small and large groups.  Frequent hearing and talking is required.  Extensive keyboard typing is required.