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Pace Community Action Agency Call Center Specialist in Vincennes, Indiana

Position Description

SALARY: $ 9.00 hour

TITLE

Call Center Specialist

REPORTS TO

CSBG Coordinator

POSITION CLASSIFICATION

TEMPORARY Part-Time, Non-Exempt

POSITION SUMMARY

Specialist is responsible for Identifying customers' needs, clarifying information, researching issue and providing linkage to solutions and/or alternatives. Position will manage large amounts of inbound calls in a timely manner maintaining professional contact with customers through ongoing excellent customer service.

skills & education requirements

Degree in a related field and/or equivalent knowledge and experience. Individual must be able to satisfactorily perform duties and;

  • Effectively communicate both orally and in writing; have the ability to write reports and business correspondence; have the ability to effectively present information;

  • Cooperate successfully as a member of a team;

  • Possess good organizational skills, with attention to details; and

  • Proficiency with computer operations and possess skills preferably with MS Office.

ADDITIONAL job requirements

  • Must possess a valid driver?s license and have access to a personal vehicle with required liability insurance for use in business related travel.

  • Must ensure efficient operations and present a professional image in conduct, attitude and attire.

  • Must have the ability to handle difficult or emotional customer situations.

  • Must be philosophically compatible with the mission of PACE and become familiar with the agency?s strategic plan goals.

Essential Duties & responsibilities

  • Develop and maintain a basic understanding of the corporation to include its programs, services and policies; providing appropriate referrals.

  • Redirect customers to appropriate departments and programs.

  • Gain understanding and knowledge of resources available in the entire service area.

  • Maintain accurate records of referrals, number of calls and follow-up responses.

  • Inform clients by explaining procedures; answering questions; providing information.

  • Uphold confidentiality with all customer records and information.

  • Travel to other sites within our service area as needed.

  • Submit timely, accurate and complete reports.

  • Attend trainings as directed.

Physical/Mental Demands

Requires sitting, standing, stooping, bending and reaching with manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, copy machines, telephone and other office equipment. May require lifting up to 40 pounds. Requires normal range of hearing and vision.

Must be able to handle diverse work problems on a daily basis. Requires ability to set priorities and work schedule, yet adjust to changes necessitated by last minute assignments and deadline requests that may prove stressful. Consistent pleasant attitude is necessary with personal maturity as an important attribute. Must relate and interact with people at all levels of the company and in a culturally diverse environment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They should not be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so assigned.

Our company reserves the right to modify job duties at any time. This document is not an employee contract.

I may be required to undergo a drug screen, and I hereby authorize any medical professional to furnish information on me as necessary in conjunction with that screening and related considerations.

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