Information & Referral Specialist I
: Job Details :

Employment OpportunityInformation & Referral SpecialistJob Description:VIA, Visually Impaired Advancement is seeking a part time Information & Referral Specialists to work approximately 22.5 hours per week. This position works in a remote capacity and is primarily responsible for answering calls, determining and addressing caller needs while collecting and documenting all required data. Under the direction of the Contact Center Services Operations Manager, the Information & Referral Specialist is expected to provide efficient, courteous and outstanding customer service to callers of the Contact Center.Applicants will be expected to maintain flexibility in scheduling to the extent practical to meet the needs of a 24-hour help center.Essential Functions:Answer and document all incoming calls in accordance with Contact Center procedureManage call volume in a timely and efficient mannerAssess caller needs to provide comprehensive information and make accurate referrals to appropriate agencies, programs and servicesSchedule appointments for agency programs and collect necessary caller informationComplete follow ups and log calls in accordance with Contact Center procedureUphold quality assurance goalsCompetencies:Proficient in the use of Microsoft Office SuiteDemonstrate excellent internal and external customer serviceEffectively work with individuals of diverse backgroundsComfortable communicating with individuals in crisis or experiencing high levels of stressCounsel individuals with an ability to balance agency policy while displaying sensitivity to clients/colleaguesAdapt communication style depending on assigned dutyMaintain confidentiality and professionalism in a fast-paced environmentDemonstrate independent thinking and problem solvingDemonstrate detail orientation in completion of dutiesDemonstrate patience, flexibility, and active listeningEffectively communicate with colleagues, customers, vendors and/or outside agenciesAchieve results independently and work well as part of a teamMaintain a calm, sensitive demeanor in an actively changing work environmentQualifications:High School diploma or equivalentTwo years of experience in customer service, Contact Center or human servicesMust be live in the one of the following states: New York, Pennsylvania, North Carolina, South CarolinaAbility to provide documentation of legal blindness preferred but not requiredRegularly sit for a minimum of 2 hours at a timeRegularly stand for a minimum of 2 hours at a timeRegularly perform repetitive motion of the wrists, hands and/or fingersCompensation:$16.59 - $17.65 per hourVIA is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Any person with a disability needing special accommodations to the application process please call Human Resources.