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Call Specialist
2 months ago
Essential Functions of the position are detailed below, and include any physical requirements below that. Responsible for answering high-volume calls, received through three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial needs and non-financial needs. Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources; treats each caller with professionalism and compassion. Adheres to departmental scripts and protocols when processing client intakes, including but not limited to: crisis handling procedures, active listening, speaking clearly and leading the calls. Informs supervisor of any calls that need to be escalated and/or service delays so that proper follow-up with external agencies occur. Maintains up-to-date and accurate client information, departmental files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all regulatory, licensing or accrediting bodies in the course of performing job expectations. PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned. Physical Requirements: Kneel and move from sitting, bending, kneeling or standing multiple times a day. Push and pull objects up to 25 pounds. Climb up and down up to 3 flights of stairs at a time. Lift up to 25 pounds. Additional Requirements: Background check, including any program specific requirements. Physical examination. Drug Testing. TB Testing. Driver's License and reliable transportation. Agency-specified automobile insurance. Immediate Supervisor: Program Manager Directly Supervises: Senior Call Specialist and Call Specialists Indirectly Supervises: N/A Education and Experience Requirements: Relevant Education: Preferred: Bachelor's Degree Minimum: Associate's Degree Relevant Experience: Preferred: 3 Years Minimum: 1-2 years Certification/Licensure: Preferred: Alliance Information Referral Systems (AIRS) Certification and Bilingual Speaking Skills (English/Spanish). Minimum: Must acquire AIRS certification within first year of hire date. #J-18808-Ljbffr