Call Specialist

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Respond to inbound crisis and social service referral inquiries via phone, text, chat, and email within a 24/7 call center environment.

• Offer crisis de-escalation, problem-solving, brief assessments, and suitable social service referrals to individuals in need.

• Accurately document all client and resource information in the designated contact center database.

• Utilize an appropriate tone of voice when answering calls, ensuring a caring and supportive demeanor.

• Respond to chats and texts using correct spelling and grammar, employing professional language and incorporating reflections of feelings.

• Foster a non-judgmental approach when interacting with contacts, exhibiting sensitivity towards diverse cultural backgrounds.

• Recognize and articulate the feelings of all contacts.

• Identify the line of business and log interactions accordingly.

• Evaluate the contact's needs or situation through relevant questioning and adhere to established protocols.

• Conduct suitable screenings for specialized programs or facilitate appointment scheduling.

• Advocate for clients when appropriate.

• Complete assessments for clients facing high-risk situations.

• Utilize the 2-1-1 database to access resources and make appropriate referrals.

• Exhibit proficiency in using various contact center software, computer hardware, and telephone equipment.

• Ensure accurate data collection on all contacts within the appropriate database.

• Maintain an acceptable level of contact handling and customer service performance as outlined by 2-1-1 training standards, including managing multiple chats, texts, and emails simultaneously.

• Complete training for new programs and services related to 2-1-1 and provide feedback as necessary.

• Actively engage with the team as required.

• Possess the ability to work alternative schedules.

• Undertake additional duties as assigned, which may include working alternative shifts and/or schedules.

• Capable of managing stress stemming from the nature and variety of calls/texts received.

⛳️ Requirements

• High school diploma or GED is required.

• A Bachelor’s degree in social work, sociology, or a related field is preferred.

• One year of experience in a contact center, crisis hotline, or information and referral service is preferred.

• An equivalent combination of education and experience will be considered.

• Bilingual proficiency in English and Spanish is preferred.

• Ability to effectively assess client needs and demonstrate sensitivity to issues raised by contacts.

• Outstanding communication abilities.

• Strong computer literacy.

• Self-motivated individual.

• Effective time management skills.

• Capability to operate in a fast-paced contact center environment.

• Experience with multiple client management databases.

• Proficiency in Microsoft Office products, particularly Outlook, is required.

• Experience with Access or other relational databases is advantageous.

• Knowledge of health and human services is desired.

• AIRS or AAS certification is preferred.

• Must obtain AIRS or CRS certification within three years of eligibility.

• Physically capable of lifting 20 pounds, bending, and stooping.

• Ability to sit for extended periods and engage in telephone conversations.

🏝️ Benefits

• Comprehensive health insurance options.

• Paid time off and holidays.

• Opportunities for professional development and training.

• Supportive work environment promoting work-life balance.