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Employment Opportunity
Information & Referral Specialist
Job Description:
VIA, Visually Impaired Advancement is seeking a part time Information & Referral Specialists to work approximately 15 hours per week. This position works in a remote capacity and is primarily responsible for answering calls, determining and addressing caller needs while collecting and documenting all required data. Under the direction of the Contact Center Services Operations Manager, the Information & Referral Specialist is expected to provide efficient, courteous and outstanding customer service to callers of the Contact Center.
Available shifts include Saturday and Sunday shifts with a schedule of 8:00am-4:00pm. Applicants will be expected to maintain flexibility in scheduling to the extent practical to meet the needs of a 24-hour help center.
Essential Functions:
Answer and document all incoming calls in accordance with Contact Center procedure
Manage call volume in a timely and efficient manner
Assess caller needs to provide comprehensive information and make accurate referrals to appropriate agencies, programs and services
Schedule appointments for agency programs and collect necessary caller information
Complete follow ups and log calls in accordance with Contact Center procedure
Uphold quality assurance goals
Competencies:
Proficient in the use of Microsoft Office Suite
Demonstrate excellent internal and external customer service
Effectively work with individuals of diverse backgrounds
Comfortable communicating with individuals in crisis or experiencing high levels of stress
Counsel individuals with an ability to balance agency policy while displaying sensitivity to clients/colleagues
Adapt communication style depending on assigned duty
Maintain confidentiality and professionalism in a fast-paced environment
Demonstrate independent thinking and problem solving
Demonstrate detail orientation in completion of duties
Demonstrate patience, flexibility, and active listening
Effectively communicate with colleagues, customers, vendors and/or outside agencies
Achieve results independently and work well as part of a team
Maintain a calm, sensitive demeanor in an actively changing work environment
Qualifications:
High School diploma or equivalent
Two years of experience in customer service, Contact Center or human services
Must be live in the one of the following states: New York, Pennsylvania, North Carolina, South Carolina
Ability to provide documentation of legal blindness preferred but not required
Regularly sit for a minimum of 2 hours at a time
Regularly stand for a minimum of 2 hours at a time
Regularly perform repetitive motion of the wrists, hands and/or fingers
Compensation:
$16.59 - $17.65 per hour
VIA is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Any person with a disability needing special accommodations to the application process please call Human Resources.