Telecounselor - 2-1-1 Call Center - Rochester, NY
Association for the Blind (ABVI)-Goodwill Industries of Rochester
Posted: 8/20/2009
Job Type: Other
Rochester, NY
Expiration Date:12/1/2009
WORKING NEVER FELT SO GOOD! Make a difference in your community and join this cutting-edge non-profit Agency! Your responsibilities will be carried out to promote ABVI Goodwill's mission, vision, and values. Our mission is to prepare and empower people who are blind or visually impaired to be self-sufficient and contribute to their families and communities. Applicants must be available to work the overnight shift either 11pm-7am or 12am-8am The Telecounselor II will work under the general supervision of the call center supervisor, handling incoming calls to the call center on all contracts, including 2-1-1 Lifeline: answering all calls, giving appropriate referrals, determining caller needs by collecting and documenting all required data, demonstrating objectivity and empathy, and be non-judgmental and neutral in handing all calls. The successful candidate must be able to maintain strict confidentially of sensitive information. Will assist in the verification of data on agencies and resources for Information and Referral database, and as required, research, gather and analyze information about organizations and community services and complete fulfillment and distribution of customer materials documents as required. Will act as a floater, by being flexible in changing assignments as the business dictates, and assist in routine tasks required to keep Information and Referral database up-to-date and accurate. QUALIFICATION REQUIREMENTS: Associates Degree in related field and one (1) year experience in either customer service and/or in the call center or human service industry. Bilingual Spanish is preferred. Must be able to demonstrate proficiency in Microsoft Office products and internet navigation. Experience with telephony and software systems commonly used for call center applications is a plus. Familiarity with adaptive technology (JAWS and/or Magic) a plusWORKING NEVER FELT SO GOOD! Make a difference in your community and join this cutting-edge non-profit Agency! Your responsibilities will be carried out to promote ABVI Goodwill's mission, vision, and values. Our mission is to prepare and empower people who are blind or visually impaired to be self-sufficient and contribute to their families and communities. Applicants must be available to work the overnight shift either 11pm-7am or 12am-8am The Telecounselor II will work under the general supervision of the call center supervisor, handling incoming calls to the call center on all contracts, including 2-1-1 Lifeline: answering all calls, giving appropriate referrals, determining caller needs by collecting and documenting all required data, demonstrating objectivity and empathy, and be non-judgmental and neutral in handing all calls. The successful candidate must be able to maintain strict confidentially of sensitive information. Will assist in the verification of data on agencies and resources for Information and Referral database, and as required, research, gather and analyze information about organizations and community services and complete fulfillment and distribution of customer materials documents as required. Will act as a floater, by being flexible in changing assignments as the business dictates, and assist in routine tasks required to keep Information and Referral database up-to-date and accurate. QUALIFICATION REQUIREMENTS: Associates Degree in related field and one (1) year experience in either customer service and/or in the call center or human service industry. Bilingual Spanish is preferred. Must be able to demonstrate proficiency in Microsoft Office products and internet navigation. Experience with telephony and software systems commonly used for call center applications is a plus. Familiarity with adaptive technology (JAWS and/or Magic) a plus
Contact Name: Human Resources
Contact Phone
(585) 232-1111
Contact Fax
(585) 232-5387
Contact E-mail Address: ABVIJobs@abvi-goodwill.com
Job URL: https://home.eease.com/recruit/?id=417735