Call Center Representative

Overview

Date Posted:
4/6/2021
Job Code:
CCR
Location:
Health Services Administration
Address:
1751 Park Ave
City:
New York
State:
NY
Country:
United States of America
Category:
Service

Description

 

Position Overview


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.

Minimum Requirements

 

Educational Requirements

  • 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.

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.