Call Center

2 weeks ago

Springfield, United States Senior Solutions Full time

**Best Places to Work 2024**

**_Are you a dedicated and caring individual with a passion for making a positive impact on the lives of older adults and/or people with disabilities?_**

Senior Solutions (Area Agency on Aging for Southeastern VT, Inc.), a non-profit agency serving Windham and Windsor Counties in Vermont, is looking for a passionate, customer focused **HelpLine Information Assistant and Referral Specialist** to join our tireless, attentive team in a call center environment. This position will assist our State Health Insurance Program (SHIP) coordinator.

**This position is in person at our Springfield Office in Springfield, Vermont.**

Information, Assistance, and Referral Specialist staff are responsible for the direct provision of short-term caller requests for information, referrals, and assistance, including mailings and face-to-face office visits as appropriate. This provision of the service includes follow-up, when necessary. Calls requiring lengthy assistance and ongoing assistance will be turned over to case management staff.

**Job Skills**:
Adept at working in coordination as part of a team.

Be comfortable asking callers open ended questions, and able to foster self-empowerment.

Ability to communicate effectively on the telephone, in person, and in writing with elders, people with disabilities, families, caregivers, provider agencies, and Senior Solutions field staff.

Strong computer skills, with a high degree of proficiency in the use of phone and computer simultaneously for data entry.

Ability to learn new skills quickly, with a high degree of comfort working with and maintaining complex databases and phone systems.

Capacity to understand technical user problems that arise within computerized databases and work to resolve these problems with others.

Ability to obtain a comfort level with Peer Place, which includes caller information, information and statistics used in reporting.

Excellent organizational skills and ability to effectively manage a large, fast-paced workload with frequent interruptions.

Active listening, mediation and negotiating skills.

Work well with Senior Helpline Team, senior management, administrative staff, and contractual agencies to resolve client problems and technical database issues within appropriate time frames when possible.

Have a strong understanding of the need to ask questions and seek guidance as needed.

Ability to be assertive and use sound judgment in dealing with difficult and stressful situations.

Ability to screen ongoing flow of information related to new and changing programs and resources.

Ability to learn and work with complex written regulations.

Ability to understand the need for privacy and to maintain client confidentiality.

If you are motivated to be part of a dedicated, problem-solving team that is often the first line of communication with clients, we want to hear from you and see your resume and cover letter.

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