2-1-1 Call Specialist

Organization: 
NC 2-1-1
Desired Location: 
Durham
Organization Type: 
Nonprofit
Category: 
Other
Description:

Hiring immediately! ASHA, the non-profit organization that provides call center support for NC 2-1-1 is in need of bi-lingual telephone agents to work in their contact center.

Agents respond to inbound and outbound contacts which may range from telephone calls, email response or other mediums of contact contingent upon client specifications

Essential Functions:
 Answers contacts providing consistent and accurate information and utilizes phone, computer, data base(s), Internet, chat room, e-mail as resources for gaining and sharing information, receiving publication orders and offering appropriate referrals.
 Uses active listening/reading skills and customer service components to build rapport, maintain conversational tone and establish a professional dialogue.
 Effectively navigates and concisely communicates all information from approved resources using manuals, data bases, emails, web sites, supervisor to provide current, accurate, and complete information. 
 Appropriately and effectively uses computer resources such as desktop functions, Outlook, Email, appropriate websites, and phone functions in order to process all aspects of the contact, including sharing information, logging data about contacts, offering appropriate referrals.
 Ensures quality and quantity of service through on-going self-assessment of on-line and off-line performance.  Complies with all of ASHA’s numerical performance metrics standards.
 Approaches all contacts, including youth, crisis, inappropriate/obscene, crank, classroom, media/professional, and extremely anxious contacts, in a calm and professional manner.
 Acknowledges repetitive nature of contacts and maintain professional sensitivity in responding to each client's concern.
 Provide English and/or Spanish written reporting and documentation as needed.

Minimum Recruitment Standards:
• High School Diploma, Associates degree or higher preferred
• At least one year of customer service, public health or other human service experience
• Call Center or Hotline experience strongly preferred.
• Bilingual (English/Spanish) strongly preferred but not required

 

Career Level: 
Entry-level
Job Type: 
Full-time
How to Apply: 

If you are interested in this position go to https://form.jotform.com/50346339801150 to apply.  Please fill out the application in jotform completely, this includes uploading a resume. Incomplete applications will not be considered.