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2-1-1 Crisis/Call Specialist

Company United Way Association of South Carolina
Location Columbia, SC 29223
Update 8 Day ago
United Way Association of South Carolina
Position Description
Title: Customer Service Representative
Department : SC211 Columbia Call Center
Reports to: Contact Center Management, Various Team Leaders
Level/Status: Full-time or Part-time Non-exempt
In compliance with the Fair Labor Standards Act, this position is classified as a non-exempt position and the employee is eligible for overtime when logging more than 40 hours in one scheduled work week. Some evening and weekend hours are required.
Supervises: None
Last Updated: August 2015

Key Function/Purpose of Position:
The United Way Association of SC runs the largest non-profit call center in the state. Within this Call Center there are several departments, each of which has periodic job openings. The Call Center is open from 7:00am – 8:00pm, and all shifts will fall within that window. Every representative must complete departmental training, which can range from 1-4 weeks, and must complete a HIPAA Certification Exam. Customer Service Representatives will assist clients who contact the call center by providing accurate information to help the caller deal with any customer service issues they may encounter.

Key Responsibilities:
To respond to the needs of callers by providing accurate information pertaining to a variety of public aid programs
To inform callers as to the availability of public aid, and their potential eligibility for aid programs
Respond to questions, record and make database changes if necessary, and act appropriately on reported changes in a timely and accurate manner.
Take all necessary steps to ensure that appropriate actions are taken based on the caller’s needs
Respond to all caller needs on a county, community, and individual level regarding public aid programs
Participate in activities to maintain individual and call center certification including in-service training and continuing education opportunities.
Complete follow-up contacts and surveys, when required, to determine customer satisfaction and effectiveness of information given.
Stay current in awareness and working knowledge of resources identified through local agencies, state offices and other sources regarding the availability of community resources.
Perform other duties as assigned including, but not limited to, responding to internal requests, researching information, and assistance to the organization as requested by Supervisor, Director or Senior Management.

​ Key Skills:
Demonstrated competence with technology; proficient in Microsoft Office applications
Excellent communication and interpersonal skills, especially with telephone interaction
Ability to learn and use new computer systems quickly
Ability to respond effectively to the most sensitive inquiries or complaints
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret instructions in a variety of forms
Interacts well with others and is able to maintain positive working relationships with diverse groups of people and within a wide variety of work environments.
Successful track record of interacting with a diverse customer base

Ability to work in a fast-paced environment Education :
High School Diploma or equivalent

Experience :
1 to 3 years successful work experience in a customer service or similar position.
Preferred Qualifications: Experience, Knowledge, Skills & Abilities
Call Center experience
Associates or Bachelor’s Degree in human services, social work or related field
Customer Service experience

Must have reliable transportation.

Physical Demand:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to type, handle, or feel; and see, talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to stand; walk; and occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.
The above statements are intended to describe the general nature and level of work being performed by the individual in this position. They are not intended to be an exhaustive or exclusive list of all duties, responsibilities, and skills required of the position.