Customer Service Representative

Job Description Job Description We are seeking a Customer Service Representative to join our team based in EAST SYRACUSE, New York. This role is within the non-profit sector, where you will be the first point of contact for individuals seeking assistance with a selection of social services and community resources. As a Customer Service Representative, you will be pivotal in delivering accurate information, support, and referrals to those who call in need. Responsibilities: Respond to incoming 988 chat and texts via the Unified Platform, with compassion and in accordance with the organization’s training and scope Place outbound messages and follow-up texts as scheduled Provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy Assess visitors' needs, navigate web-based databases, and provide appropriate information and referrals to appropriate community resources, as needed Provide support with contacting emergency services for visitors requiring emergency assistance Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded Regularly achieve a satisfactory or above rating on monitored chat and text interactions Meet call center performance metrics, as defined by agency and accrediting bodies Uphold confidentiality and adhere to ethical guidelines while handling sensitive information Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols Perform additional responsibilities as they develop and are assigned • Prior experience of at least one year in a customer service role • Proficiency in answering inbound calls and managing inbound-outbound calls • Demonstrable experience in call center customer service • Strong skills in customer service and customer relationship management • Proficiency in data entry with strong attention to detail • Excellent email correspondence skills, with an emphasis on clarity and professionalism • Familiarity with the non-profit sector is desirable but not mandatory • Ability to handle multiple tasks simultaneously and prioritize accordingly • Excellent interpersonal and communication skills • High school diploma or equivalent educational qualification is required

Location: East Syracuse, NY, US

Posted Date: 1/30/2025