Customer Service Representative

Job Description Job Description We are offering a long term contract employment opportunity for a Customer Service Representative in the non-profit industry, located in EAST SYRACUSE, New York. As a part of our team, you will be handling incoming calls from individuals navigating suicidal or mental health crises, providing empathetic listening, collaborative problem-solving, and safety planning. Responsibilities Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs Maintain up-to-date knowledge of available resources and services within the community Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs Provide critical service status information as part of community disaster response Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded Regularly achieve a satisfactory or above rating for calls monitored on assigned lines 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 • Minimum of 1 year of experience in a customer service role, preferably within the non-profit sector • Proficiency in answering inbound calls, managing high call volumes efficiently and effectively • Demonstrated experience in a call center environment, providing exceptional customer service • Strong data entry skills with a focus on accuracy and attention to detail • Excellent written communication skills, particularly in email correspondence • Experience with both inbound and outbound calls, prioritizing tasks as needed • A strong commitment to the mission and values of the non-profit sector • Ability to handle difficult situations with tact and diplomacy, maintaining a high level of professionalism at all times • Strong problem-solving skills and the ability to think quickly under pressure • Ability to work well in a team environment, contributing to a positive and supportive work culture.

Location: East Syracuse, NY, US

Posted Date: 1/30/2025