Call Center Representative

Housing Works requires employees working in our Health Services division to be fully vaccinated against COVID-19, unless approved for a legal accommodation. If you need an accommodation for any reason, including related to this job requirement, please contact Human Resources.
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Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit www.housingworks.org
Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.
 
Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.
Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
This position is included in a bargaining unit of Housing Works’ New York City employees represented by a labor union known as the Retail Wholesale and Department Store Union (“RWDSU”). Accordingly, the RWDSU has the exclusive right to bargain over the terms and conditions of employment related to this position and this position may become covered by the terms of a collective bargaining agreement (a “CBA”) between Housing Works and the RWDSU

Compensation Range: $17/hr - $18/hr commensurate with experience

Overview: In Person Position.
We are seeking energetic and reliable professionals to join our team as Call Center Representatives. The successful candidates will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the managerial team when necessary. Our Call Center Representatives are often the first point of contact for customers’ product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.

Responsibilities;

• Answer incoming customer phone calls and take appropriate action for each call
• Maintain customer satisfaction ratings based on explicit criteria set forth by the company
• Attend mandatory training sessions to stay updated on product or company policy changes
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
• Input data into the company computer platform to keep each customer record updated
• Update client demographics including phone numbers, pharmacy, address, insurance
• Schedule, Reschedule, Cancel, Confirm appointments as necessary
• Create Telephone encounters and send to the appropriate staff within the different clinics
• Transfer telephone calls to appropriate staff as calls are answered
• Understands Housing Works programs (Health Homes, RAD, HR, CP)
• Capable of managing large amounts or inbound and outbound calls in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Scan clients’ documents in EMR system, and correctly document

• High school diploma or GED required
• Bilingual Spanish Preferred
• Strong computer skills
• Excellent interpersonal communication skills
• High level of professionalism
• Strong problem solving abilities
• Excellent customer service and communication skills.
• Technology literate.
• Ability to learn new systems and workflow processes.
• Ability to multi-task on an ongoing basis.
• Good organization and prioritization skills.
• Proven ability to utilize and teach others to use mobile technology.
• Accurate recordkeeping and documentation skills
• Familiarity and experience in working with homeless, substance use, mentally ill and other vulnerable populations
• Ability to work occasional evenings and weekends with advance notice
• Adherence to Housing Works Core Values All-In, Stronger Together, Membership, High Performance.