Call Center Contact Specialist

$35,360 - $39,520/Yr

Confidential

Full-time - Entry Level

Remote

About the position

The Call Center Contact Specialist role is focused on delivering high-quality information and referral services to contacts, particularly those from disadvantaged populations. This position requires a proactive approach in supporting department functions and being the first response to new roles in the call center. The specialist will work in a team environment to assist contacts in identifying their health and human service needs while maintaining accurate documentation and resource databases.

Responsibilities

• Provide information and assistance services to contacts from multiple counties.
• Thorough documentation of each contact in the database.
• Follow-up and advocacy for contacts.
• Assist & provide constructive feedback as new processes and programs develop in the call center.
• Help each contact identify their health and human service needs.
• Use of multiple programs for resource searches, information collection, and application assistance.
• Actively participate in keeping the resource database updated with accurate information about community resources.
• Support Contact Center team and management in maintaining and developing services.
• Report technical or programmatic issues as needed.
• Work varied hours, including nights, weekends, and holidays as needed.
• Extended hours as needed in times of disaster in any county served.
• Other duties as assigned.

Requirements

• Bilingual in Mandarin, Spanish, Cantonese, or Vietnamese preferred.
• 1-2 years' experience in contact center preferred.
• Minimum of AA degree or equivalent experience.
• Excellent customer service skills required.
• Successful criminal clearance required and maintained, including DOJ, FBI, Child Abuse Index, and DMV checks.
• Proof of a valid California Driver's License, reliable transportation, and proof of automobile insurance.

Nice-to-haves

• Familiarity with social service delivery systems strongly preferred.
• Inform USA Community Resource Specialist (CRS) Certification (Preferred).

Benefits

• Health insurance
• Paid time off