Call Center Specialist

JOB SUMMARY
The SHINE Advocate assists in daily activities of the SHINE program including managing caller requests for SHINE assistance, processing SHINE referrals, and working with volunteers to assure customer satisfaction by performing the following duties.
DUTIES AND RESPONSIBILITIES

- Respond to caller inquiries related to the SHINE program.

- Answer inbound calls through the SHINE queue.

- Collects and maintains accurate demographic information of caller requests.

- Assists other SHINE staff members in ensuring consistency when inputting information into the databases.

- Assists with data analysis and preparing reports as requested by SHINE Liaison.

- Assists in developing an outreach plan and identifying outreach venues.

- Attends events on behalf of the agency when needed.

- Provides assistance in promoting ongoing volunteer recruitment.
The above statements are intended to describe the nature of the level of work to be performed by the individual(s) assigned to this position. Other tasks may be assigned by supervisory staff and senior management.

Requirements
QUALIFICATIONS AND TRAINING

- High school diploma or GED and three years of experience in call center services, case management, customer services, social services, or related work; experience can substitute degree.

- Bachelor’s Degree in social services or health-related field preferred.

- Successful completion of a Level II background screening required

- Compliant with all DOEA training to meet state and federal standards, occluding but not limited to STARS and SIRS reporting, insurance licensees check, SHINE training, etc.

- Previous experience in a call center environment preferred

- Excellent verbal and written communication skills (bi-lingual in English and Spanish preferred).

- Ability to research topics related to interpreting technical procedures, governmental and non-governmental regulations and policies, services for older adults, analyze data, and provide written and/or oral reports as required.

- Ability to add, subtract, multiply, and divide all units of measurement using whole numbers, common fractions, and decimals

- Proficient in Microsoft Office: Word, Excel, PowerPoint, Outlook (required).

- Must complete and receive a passing score in SHINE Basic Training within 6 months of employment.

- Any exceptions to the minimum requirements must be approved by the CEO.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The incumbent generally works in an office environment or home office (if required), and uses computers, telephone, and other office equipment as needed to perform duties. The noise level in the environment is usually moderate.
Sedentary work primarily involves sitting and standing. Required to use repetitive hand motion, talk, handle, reach, hear, bend, or lift up to 20 pounds.
The physical demands are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.