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Call Center Representative

The Call Center Representative is responsible for connecting older adults, people with disabilities and their families, caregivers, and professionals nationwide to appropriate community-based services and supports.

DUTIES AND RESPONSIBILITIES

Respond to requests for information about home and community-based services for older adults, people with disabilities and caregivers through telephone contact, chats, texting, voicemails and emails; assess inquirer needs; provide reliable and accurate referrals to approved agencies and programs; transfer callers to appropriate resources; follow established protocols and performance standards; complete required reporting and documentation; and other duties as assigned by the supervisor.

QUALIFICATIONS

  • Relevant experience preferably in human services, specifically the fields of aging and disability services
  • Experience in call center or customer service field is preferred
  • Experience with using accessibility technology and software to facilitate communication with individuals who are deaf or have other communication needs is preferred
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communications including for people with alternative communication needs
  • Excellent customer service knowledge
  • Excellent interpersonal skills
  • Excellent decision-making skills
  • Ability to work independently and as a member of a team 
  • Ability to meet deadlines and to work well under pressure
  • Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging and Disability Networks
  • Knowledge of human service call centers
  • Minimum of two years college (college degree preferred)
  • Bilingual English Spanish is preferred.

WORK HOURS AND LOCATION

Due to the COVID-19 health emergency, the staff is currently working remotely, though this will change in the future. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.

Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.

WORK HOURS

Two full-time 8.5-hour shifts are available: 9:00am – 5:30pm; and 11:30am – 8:00pm



How We Work: Nonprofit HR’s Commitment to Diversity, Inclusion & Difference

It is a high priority for us to foster and maintain an environment where diversity and inclusion are valued and realized to the benefit of you and the clients that we serve.

We believe strongly in treating everyone fairly and value the full diversity of our colleagues, clients, partners and vendors. Inclusion is how we live our commitment to fairness and diversity. It shapes how we honor the perspectives, abilities and identities of our colleagues; how we listen to, engage and respond to our clients; and how we connect to and appreciate each other and those we serve. We define diversity as differences that influence and affect our firm, our workplace culture, and the communities and clients we engage in the following areas: race, color, ethnicity, national origin, socioeconomic status, pay and benefits, ability, military service, age, faith, gender, sexual identity, personal appearance, pregnancy, and political views. Continue reading our about our commitment to diversity, equity and inclusion at nonprofithr.com/deinow.

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