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About the Role

VIA is seeking Information & Referral Specialists to answer calls, determine and address caller needs, and collect/document required data. This role supports afternoon, evening, and/or overnight scheduling needs.

Responsibilities

• Answer and document all incoming calls in accordance with Contact Center procedure
• Manage call volume in a timely and efficient manner
• Assess caller needs to provide comprehensive information and make accurate referrals to appropriate agencies, programs and services
• Schedule appointments for agency programs and collect necessary caller information
• Complete follow ups and log calls in accordance with Contact Center procedure
• Uphold quality assurance goals

Requirements

• Must be live in New York, Pennsylvania, North Carolina, or South Carolina
• Ability to provide documentation of legal blindness preferred but not required

Skills

• Proficient in the use of Microsoft Office Suite
• Excellent internal and external customer service
• Effectively work with individuals of diverse backgrounds
• Comfortable communicating with individuals in crisis or experiencing high levels of stress
• Counsel individuals with an ability to balance agency policy while displaying sensitivity to clients/colleagues
• Adapt communication style depending on assigned duty
• Maintain confidentiality and professionalism in a fast-paced environment
• Independent thinking and problem solving
• Detail orientation
• Patience, flexibility, and active listening
• Effectively communicate with colleagues, customers, vendors and/or outside agencies
• Achieve results independently and work well as part of a team
• Maintain a calm, sensitive demeanor in an actively changing work environment

Location

• Remote

Work Type

• Part-time
• Remote

Experience Level

• 2 years of experience in customer service, Contact Center or human services

Education Level

• High School diploma or equivalent

About the Company

• VIA is an Affirmative Action/Equal Opportunity Employer.

Equal Opportunity

• 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.