Call Specialist

Essential Functions of the position are detailed below, and include any physical requirements below that.

• Responsible for answering high-volume calls, received through three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial needs and non-financial needs.
• Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources;

treats each caller with professionalism and compassion.

• Adheres to departmental scripts and protocols when processing client intakes, including but not limited to : crisis handling procedures, active listening, speaking clearly and leading the calls.
• Informs supervisor of any calls that need to be escalated and / or service delays so that proper follow-up with external agencies occur.
• Maintains up-to-date and accurate client information, departmental files and databases, as required by agency / programmatic policies and procedures, professional standards, and external requirements of all regulatory, licensing or accrediting bodies in the course of performing job expectations.

PLEASE NOTE : Essential functions include all other duties and responsibilities as assigned.

Physical Requirements :

• Kneel and move from sitting, bending, kneeling or standing multiple times a day.
• Push and pull objects up to 25 pounds.
• Climb up and down up to 3 flights of stairs at a time.
• Lift up to 25 pounds.

Additional Requirements :

• Background check, including any program specific requirements.
• Physical examination.
• Drug Testing.
• TB Testing.
• Driver's License and reliable transportation.
• Agency-specified automobile insurance.

Immediate Supervisor : Program Manager

Directly Supervises : Senior Call Specialist and Call Specialists

Indirectly Supervises : N / A

Education and Experience Requirements :

Relevant Education :

Find out if this opportunity is a good fit by reading all of the information that follows below.

Preferred : Bachelor's Degree

Minimum : Associate's Degree

Relevant Experience :

Preferred : 3 Years

Minimum : 1-2 years

Certification / Licensure :

Preferred : Alliance Information Referral Systems (AIRS) Certification and Bilingual Speaking Skills (English / Spanish).

Minimum : Must acquire AIRS certification within first year of hire date.

J-18808-Ljbffr