Call Center

$35,360 - $39,520/Yr

Confidential - Ventura, CA

Full-time - Entry Level

Hybrid - Ventura, CA

About the position

The Crisis Call Center Specialist plays a crucial role in providing high-quality information and assistance services to individuals across multiple counties. This position requires flexible availability for various shifts, including weekends, and involves both on-site and hybrid work arrangements. The specialist will be responsible for maintaining thorough documentation, conducting follow-ups, and advocating for contacts to meet their health and human service needs.

Responsibilities

• Deliver high-quality information and assistance services to contacts across multiple counties.
• Maintain thorough documentation for each contact in the appropriate database.
• Conduct follow-ups and advocate for contacts to meet their needs.
• Provide feedback on new processes and programs in the call center.
• Assist contacts in identifying their health and human service needs.
• Utilize multiple programs and databases for resource searches and application assistance.
• Update and maintain the resource database with accurate community resource information.
• Collaborate with the Contact Center team and management to enhance services.
• Report technical or programmatic issues as needed.
• Attend training sessions and staff meetings as required.
• Be available for varied hours, including nights, weekends, and holidays, especially during emergencies.
• Perform other duties as assigned.

Requirements

• Bilingual preferred (Spanish, Vietnamese, Cantonese, Mandarin).
• Strong written and verbal communication skills.
• Excellent customer service skills required.
• Minimum AA degree or equivalent experience.
• 1-2 years of experience in a contact center preferred.
• Ability to obtain and maintain Inform USA certification within one year.
• Familiarity with social service delivery systems preferred.
• Strong teamwork skills and initiative in following guidelines.
• Strong computer and telephone communication skills.
• Successful criminal clearance required (DOJ, FBI, Child Abuse Index, DMV).
• Valid California Driver's License, reliable transportation, and proof of automobile insurance.

Nice-to-haves

• Experience in a contact center for 1 year (Required)
• Knowledge of additional languages such as Vietnamese, Cantonese, and/or Mandarin (Preferred)

Benefits

• Dental insurance
• Health insurance
• Vision insurance