Customer Service Representative
1 week ago
We are offering a long term contract employment opportunity for a Customer Service Representative in the non-profit industry, located in EAST SYRACUSE, New York. As a part of our team, you will be handling incoming calls from individuals navigating suicidal or mental health crises, providing empathetic listening, collaborative problem-solving, and safety planning.
Responsibilities
- Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
- Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs
- Maintain up-to-date knowledge of available resources and services within the community
- Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol
- Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs
- Provide critical service status information as part of community disaster response
- Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
- Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
- Meet call center performance metrics, as defined by agency and accrediting bodies
- Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
- Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
- Perform additional responsibilities as they develop and are assigned
• Proficiency in answering inbound calls, managing high call volumes efficiently and effectively
• Demonstrated experience in a call center environment, providing exceptional customer service
• Strong data entry skills with a focus on accuracy and attention to detail
• Excellent written communication skills, particularly in email correspondence
• Experience with both inbound and outbound calls, prioritizing tasks as needed
• A strong commitment to the mission and values of the non-profit sector
• Ability to handle difficult situations with tact and diplomacy, maintaining a high level of professionalism at all times
• Strong problem-solving skills and the ability to think quickly under pressure
• Ability to work well in a team environment, contributing to a positive and supportive work culture.
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