Customer Service Representative

Job Description Job Description We are a non-profit organization located in East Syracuse, New York, seeking a dedicated Customer Service Representative to join our collaborative team. In this role, you will serve as a crucial support system for individuals experiencing mental health or suicidal crises, providing compassionate assistance and connecting them with relevant community resources. Your responsibilities will include active listening, problem-solving, and safety planning, all while maintaining a high level of empathy and cultural competency. Responsibilities • Serve as the initial contact for incoming calls, offering compassionate and empathetic support to individuals in crisis. • Conduct suicide screenings, assessments, and safety planning for all contacts, in accordance with our Suicide Safety Policy. • Utilize your problem-solving skills to de-escalate situations and provide emotional support to callers. • Navigate web-based databases to assess caller needs and provide them with pertinent information and referrals to community resources. • Collaborate with emergency services, coordinating assistance for callers when necessary. • Accurately and promptly document all interactions, ensuring all relevant information is recorded for future reference. • Consistently meet call center performance metrics as defined by our organization and accrediting bodies. • Maintain strict confidentiality and adhere to ethical guidelines when handling sensitive information. • Regularly attend organization and division staff meetings, as well as opportunities for continuous learning, to stay informed about best practices, policies, and protocols. • Handle multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies. • Show adaptability in managing various types of crises, adjusting quickly to rapidly changing situations and environments.• At least 1 year of experience in a customer service role • Demonstrated experience in a call center environment • Proficiency in managing inbound and outbound calls • Strong customer service skills, with the ability to effectively handle customer inquiries • Experience in data entry, ensuring accurate and timely input of customer information • Proficient in email correspondence, maintaining detail oriented and timely communication with customers • Experience in a non-profit industry is a plus, but not essential • Strong interpersonal skills and the ability to work in a team-focused environment • Excellent problem-solving skills and the ability to effectively handle customer complaints • High school diploma or equivalent is required, higher education is a plus

Location: East Syracuse, NY, US

Posted Date: 1/30/2025