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About the Role
VIA is seeking Information & Referral Specialists to work approximately 20 hours per week in a remote capacity. This role is primarily responsible for answering calls, determining and addressing caller needs, and collecting/documenting required data. Flexibility is expected to support 24/7 call center operations.
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
- Effective work with individuals of diverse backgrounds
- Comfortable communicating with individuals in crisis or experiencing high levels of stress
- 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
- Effective communication with colleagues, customers, vendors and/or outside agencies
- Ability to 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
- Two 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.