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Call Center Specialist in Jacksonville, FL at Staffing Now

Date Posted: 10/17/2020

Job Snapshot

Job Description


Call Center Specialist
Purpose of Position:
Through active listening, effectively identify and connect people in need to available community resources while demonstrating respect and compassion. Call Center Specialists may be called upon to de-escalate stressful situations, as well as serve as the first point of contact for crisis calls including callers demonstrating suicidal ideology. Specialists may also be involved in follow up communications, intake for specialized programs or services, outbound calls, basic database maintenance and community outreach.
Key Responsibilities and Essential Functions:
Provide exceptional customer service as the first point of contact by linking community members with appropriate services and providing immediate crisis intervention as necessary.
Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way
Accurately assess caller's needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions
Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller's need(s)
Help caller address any perceived barriers or challenges to getting assistance
Professional Core Competencies Required:
Mission Focused: Creates real social change that leads to better lives and healthier communities. This drives performance and professional motivations.
Relationship Oriented: Places people before process and is astute in cultivating and managing relationships toward a common goal.
Collaborator (Includes teamwork and communication): Understands the roles and contributions of all sectors of the community and can mobilize resources (financial & human) through meaningful engagement. Strong supporter of a team environment.
Results Driven: Dedicates efforts to shared and measurable goals for the common good; creating, resourcing, scaling and leveraging strategies and innovations for broad investment and impact.
Brand Steward: Understands role in growing and protecting the reputation and results of the greater network.