Qualifications:
• Proficiency in reading & writing
• Respond professionally and effectively in challenging, high stakes and sensitive situations, exhibiting professionalism, empathy, and compassion. This includes interactions with victims and/or family members seeking assistance, or from stakeholders with program inquiries.
• Must be able to handle sensitive information. Knowledge of HIPAA compliance rules & maintain confidentially.
• Analyzes problems, questions, issues, etc., and develops and reports recommendations for resolving them.
• Conducts research to compile information needed to generate reports, complete projects, and accurately respond to questions and concerns.
• Provides assistance and program or client issues or questions, may represent in various matters.
• Receives additional training, as required, to gain proficiency and greater experience.
• Use computers and related software applications.
• Communicate and use interpersonal skills to interact with all stakeholders to effectively and sufficiently exchange or convey information and to receive work direction.
• *Bilingual- Spanish is a plus*
*Preferred Qualifications*
Candidates that have professional call center work experience with social service programs, victims' compensation, crisis intervention, crisis hotline, insurance companies, entities that are governed by state/federal guidelines, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed.
High school diploma/GED and one (1) year of experience communicating information in a customer service setting are required.
KEY FACTORS:
The must have customer service experience – call center environment is a plus.
Applicant must know that the calls are sensitive - preferably they have victim service background, crisis intervention, crisis hotline.
