Customer Engagement Specialist

2 weeks ago


Chicago, Illinois, United States Catholic Charities Full time
Position Overview:
As a vital member of our team, the Customer Engagement Specialist plays a crucial role in supporting individuals in need through effective communication and resource connection.

Key Responsibilities:

* Manage a high volume of incoming calls from diverse community members, addressing both financial and non-financial inquiries with care and professionalism.

* Conduct thorough assessments to identify client needs and connect them with suitable resources, ensuring a compassionate approach to each interaction.

* Follow established protocols and scripts during client intakes, demonstrating active listening and clear communication skills, particularly in crisis situations.

* Notify supervisors of any calls requiring escalation or delays in service to facilitate timely follow-up with relevant agencies.

* Maintain accurate and current client records, adhering to agency policies and regulatory standards throughout the process.


Physical Requirements:

* Ability to kneel, bend, and move between sitting and standing multiple times throughout the day.

* Capability to push and pull objects weighing up to 25 pounds.

* Ability to climb stairs, up to three flights at a time.

* Capacity to lift objects weighing up to 25 pounds.


Additional Qualifications:

* Compliance with agency requirements, including background checks, physical examinations, drug testing, and TB testing.

* Valid driver's license and reliable transportation are necessary, along with agency-specified automobile insurance.


Supervision:

* Reports directly to the Program Manager.

* Supervises Senior Call Specialists and Call Specialists indirectly.


Education and Experience:

* Preferred: Bachelor's Degree.

* Minimum: Associate's Degree.

* Relevant Experience: Preferred 3 years; Minimum 1-2 years.

* Certification: AIRS Certification preferred; must obtain within the first year of employment. Bilingual skills (English/Spanish) are also preferred.


Employment Type:
Full Time

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