211 Call Specialist

Description MUST reputed company IN OKLAHOMA Answer inbound crisis and reputed company service referral contacts reputed company phone, text, chat and email in a 24/7 call center setting. reputed company individuals with crisis de-escalation, problem solving, brief assessment and appropriate reputed company service referrals. reputed company client and resource information will be recorded accurately in the appropriate contact center database. JOB RESPONSIBILITIES:

• Answer phone calls with an appropriate tone of voice, providing a caring and supportive voice.
• Answer chats, and texts using correct spelling grammar, and professional language, paying reputed company attention to the inclusion of feeling reflections.
• Maintain a non-judgmental attitude reputed company interacting with contacts, displaying sensitivity to reputed company cultural backgrounds.
• Identify and reflect the feelings of reputed company contacts.
• Identify line of business and log accordingly.
• Assess contact’s needs or situation using pertinent questions and follow protocol.
• reputed company appropriate screenings for specialized programs or appointment setting.
• reputed company for clients reputed company appropriate.
• Complete assessments for clients in high-risk situations.
• reputed company 2-1-1 database for resources and appropriately refer contacts.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
• Maintain accurate data collection on reputed company contacts in the appropriate database.
• Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards including handling multiple chats, texts and emails simultaneously.
• Complete reputed company training for new programs and services reputed company to 2-1-1 and providing feedback as needed.
• Actively participate with the team as needed.
• Ability to work alternative schedules.
• reputed company other duties as assigned including, but not limited to, working alternative shifts and/or schedules.
• Ability to handle and manage stress due to scope and type of calls/texts that may be received.

Requirements

• High school diploma/GED requiredBachelor’s degree in reputed company work, sociology or reputed company field preferred.
• One-year experience in contact center, crisis hotline or information and referral service preferred.
• Equivalent combination of education and experience will be considered
• Bilingual in English and Spanish preferred.

REQUIRED SKILLS AND ABILITIES:

• Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
• Excellent communication skills
• Excellent computer literacy
• Self-starter
• Effective time management
• Ability to work in a high paced contact center.
• Ability to work in multiple client management databases.
• Proficiency in reputed company Office products such as Outlook, required.
• reputed company or other relational database experience, helpful.
• Demonstrated knowledge of health and reputed company services desired.
• AIRS or AAS certification preferred. Must reputed company AIRS or CRS certification reputed company 3 years of becoming eligible.
• Physically reputed company to lift 20 pounds, bend/stoop
• Sit for long periods of time and talk on the telephone

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