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About the Role

Assists Contact Center leadership in daily operations to drive the vision of ending poverty. Serves internal and external customers remotely via telephone, chat, email, and other electronic communication. Conducts needs analysis of callers and refers them to appropriate teams, services, or events.

Responsibilities

• Collaborates with other business areas to execute operational plans and achieve daily/weekly goals.
• Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.
• Accurately tracks and reports defined metrics as requested by management.
• Provides excellent customer service to both internal and external clients.
• Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand.
• Serves as a GCNA ambassador to the community.
• May partner with outside organizations to accomplish tasks.
• Prepares job seekers virtually for the job market by assisting with applications, resumes, and job search activities.
• Assists the Retail Team by calling applicants, scheduling interviews, and providing information about GCNA offerings.
• Meets monthly interview goals in a high-volume, fast-paced environment through email campaigns and outbound calls.
• Supports all departments in outreach or virtual needs.
• Conducts needs analysis of callers, identifying talents and skills, and refers them to training, employment opportunities, services, or events.
• Maintains accurate records of daily activity and services provided.
• Virtually supports on-site and off-site events through outbound calls and outreach.
• Assists in collaborating with support areas to further business goals and ensure compliance.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Backs-up other Team Members as needed.
• May travel to other locations for training as needed.
• Maintains regular and consistent in-person attendance.
• Performs other related duties as assigned.

Requirements

• Ability to multi-task and use multiple system and software applications in a fast-paced environment.
• Demonstrated high level of detail orientation, professionalism, and business acumen.
• Ability to maintain confidentiality.
• Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
• Ability to speak and read English proficiently.
• Excellent internet navigation required.
• Proficient in MS Office Suite and Google Drive.
• Ability to pass a background check and drug screen, where applicable for position.

Skills

• Customer service
• Call center experience
• Social service experience
• Career services experience
• Bilingual a plus

Location

• 3130 E Thomas Rd Phoenix Arizona, 85016

Work Type

• Remote
• Onsite

Experience Level

• One year fostering customer relationships or call center experience
• One year Social Service or Career Services experience

Education Level

• High School Diploma or GED preferred

Salary/Compensations

• $18.75 Hourly

Benefits

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays

About the Company

• Empowering Individuals, Strengthening Families, and Building Stronger Communities.
• Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families.
• Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation.
• Together, we create an inclusive and welcoming environment for each other.
• With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged.
• Join our team and gain opportunities for job growth at Goodwill and beyond.

Equal Opportunity

• Goodwill of Central and Northern Arizona is an equal opportunity employer.
• Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.
• Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws.
• Please contact Goodwill of Central and Northern Arizona at 1-833-624-0920 option 6 or leaves@goodwillaz.org if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.