Call Center Representative
Job Details
Administration - Seattle, WA
Full Time

 

Are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that's made it on the Best Christian Workplaces 2 years in a row? If so, we want to talk with you.

 

The Call Center Representative will work in our Centralized Intake System to be the first-line response to homeless clients and partner agencies related to inquiries for our programs (Men, Women & Children). This position will ensure partners questions are answered and will conduct the pre-intake process for guests entering our programs. In addition, this position will be responsible for the smooth handoff to the correct location/resources via our phone system.

 

Responsibilities 

 

  • Answer the Mission Central Intake hotline in a compassionate and professional manner
  • Provide an average of four services to each caller:
    • Assess participant needs
    • Provide supportive advocacy
    • Start intake into program if applicable
    • Offer information and appropriate referrals to community services if necessary or to a Mission location using warm handoffs when possible
  • Return voicemail and emails from clients and community partners
  • Call back clients on list when shelter/program space is available
  • Accurately obtain and record client demographic information for use in identifying service and geographic needs of callers
  • Enter accurate data and report to Call Center Supervisor and Director of Referral & Intake as requested for continuous improvement to our intake process
  • Work with Mission Relationship Manager to provide comprehensive information and referral services
  • Maintain a level of comfort and ability around basic technology (email, databases, etc.) as well as future systems as our technology needs progress
  • Must be willing to work nights, weekends, and holidays on an on-call rotation schedule
  • Other tasks and projects as assigned
Qualifications & Experience

Qualifications & Experience

 

  • High School Diploma or equivalent is required
  • 1 2 years of experience in a call center environment (inbound and outbound calls). Experience with a service provider is preferred
  • Experience working with a complex or multi-line phone system is required
  • Experience working with a client tracking system Clarity or similar CRM is preferred
  • Proficient with Microsoft Office Suite (Outlook, Excel & Word)
  • Ability to speak multiple languages is highly preferred
  • Knowledge of homeless services is a plus
  • This position is not eligible for sponsorship

 

Work Environment

 

While performing the duties of this job, the employee is frequently required to sit for long periods of time in a temperature-controlled environment. Occasionally stand, balance, twist, stoop, kneel and reach with hands/arms. Occasionally lifts up to 20 pounds and walks uses stairways to climb to multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and the ability to adjust focus.

 

Pre-Employment

 

This position is subject to a pre-employment background check and drug screen.

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