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Lead Specialist

3 months ago

Cedar Knolls, United States NJ 211 Partnership Full time
Job DescriptionJob DescriptionCompany Overview:
Established by the United Ways of New Jersey to bring the 211 Service to its residents. The 211 Service begins with a national three-digit dialing code that connects to a live specialist with availability 24/7 via phone, text or chat. It is also an online, self-service portal to search for social service programs statewide. The majority of programs listed are nonprofits or government-operated. They help with essential needs such as housing, food, healthcare, childcare and utility assistance.
Our mission is to empower individuals by providing information, referrals, and hope to meet a broad range of health and human service needs. With an annual budget of $9 million sourced from government and charitable contributions, NJ 211 is a trusted resource for residents, professionals, and state officials during times of personal crises and statewide disasters. Nationally accredited by Inform USA, NJ 211 adheres to best practices in delivering information and referral services.

Position Overview:
The Lead Community Resource Specialist (Lead) manages the call queue, and serves as front-line support to other Community Resource Specialists (CRS). The Lead reports to the Program Manager, but takes direction from the Supervisor on duty. The Lead assists CRS handle challenging calls, answers questions, and serves as first point of escalation. As subject matter expert in their program area, the Lead will train new hires, and deliver refresher training to existing staff. Further, the Lead will be responsible for drafting, updating, and maintaining the training materials.

This position is Sunday through Thursday from 3:00 PM to 11:00 PM, and may be required for on-call or additional overtime. Although this position is remote, you may be required to come in to the office for training when needed.

Responsibilities:
  • Serve as front-line support to CRS, answer questions and offer assistance with challenging consumers, handle escalations, and hand-off to Supervisor when appropriate.
  • Monitor the call queue (call volume, staffing, and agent productivity) to ensure key performance indicators are being met.
  • Handle inbound contacts from consumers when appropriate by answering call, chat, text and/or email requests.
  • Create the queue report at the end of the shift, summarizing feedback from the CRS team, including performance statistics and snippets of the queue.
  • Assist the Supervisor with leading monthly meetings, reviewing metrics and updating the staff on new processes.
  • Achieves subject matter expertise in the Program.
  • Delivers new hire and refresher training classes. Update and improve training materials
(PowerPoints, video recordings, etc.).
  • Oversee new hires in hands-on training with live callers in the bullpen, before they are released to the floor.
  • Participate in internal events, trainings, attend staff meetings, conferences and workshops in order to upgrade professional skills.
  • Complete delegated tasks and special projects in a timely manner.
  • Other duties as assigned.

Qualifications:
  • High School diploma required. Two or four-year degree in health, human services, or related field preferred.
  • One-year previous experience in call center preferred. Alternately, experience working with a social service organization.
  • English/Spanish bi-lingual preferred.
  • Inform USA Certified preferred.
  • Proven ability to work effectively with people of diverse ethnic and socio/economic backgrounds.
  • Strong attention to detail.
  • Working knowledge of standard business application software programs; ability to type and use multiple programs at one time.
  • Demonstrated evidence of assessment and problem solving skills.
  • Strong oral and written communication skills.

NJ 211 is a disaster response organization working in partnership with the state emergency operation center. This requires all staff to be available during times of emergency, to work beyond normal hours and/or flexible hours to meet needs.

FSLA: Non-Exempt. This position is eligible for overtime.

The salary for the Lead Community Resource Specialist is up to $21.00 an hour.

The position is remote but may require work in the office for training when needed.

NJ 211 is a friendly, fast-paced and demanding work environment. Our new and professional office offers a comfortable work atmosphere, conveniently located near Route 287 and Route 10. We value a life-work balance and provide four weeks PTO, flex time and hybrid schedules. Individuals with a passion for helping others will thrive at NJ 211.
NJ 211 offers a generous benefits package. Employee benefits include health, vision, dental, and life insurance, 401(k) savings plan with employer match, paid time off, paid holidays, and hybrid work schedule.

Temporary staff must be with the organization for six months in order to be considered for regular full time employment within the organization.

NJ 211 does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity employer.

Version: 07.2024