CES Help Center Agent (Remote)

Position Title: CES Help Center Agent (Remote)

Supervised By: CES Help Center Manager...

Position Type: Per Diem (3-8 hour shifts; 3-6+ shifts a month); Hourly; Non-exempt

Location: Remote, equipment provided. *Currently hiring in the following states only: Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Maine, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, and Rhode Island.*

Salary: $20-22 per hour based on experience and language fluencies.

Job Description:

The Help Center Agent screens and triages persons who are at-risk of, or are currently, experiencing homelessness within Rhode Island via telephone, email, and chat technologies. As part of the intake process, the Help Center Agent assesses the caller?s current situation and works collaboratively with team members, and community partners to coordinate services and offer additional resources as necessary.

Responsibilities and Accountabilities:

? Provide high quality customer service to clients, demonstrating respect, empathy and accurate data entry.

? Respond to incoming calls, texts, and emails from persons requiring assistance.

? Engage in active listening with callers, asking questions for clarification and restating information to confirm accuracy.

? Maintain accurate client records in the Homeless Management Information System (HMIS).

? Meticulously record caller interactions, comments, and needs in HMIS.

? Manage the callback queue to ensure timely response.

? Triage calls, texts and emails based on client needs.

? Perform callbacks to clients awaiting shelter placement and/or collect additional information.

? Email other resources to clients when needed.

? Other Duties as assigned.

Required Qualifications:

? High school diploma or equivalent.

? 3+ years of frontline inbound call management, contact center operations, behavioral health, nursing, crisis management, housing, or other relevant experience. ? Strong communication skills with an ability to use positive language and active listening while managing calls and conducting data entry.

? Capacity to work efficiently under pressure; handling crisis situations and de-escalating as necessary.

? Demonstrated ability to build and maintain professional relationships. Experience working successfully with diverse populations.

? Proficiency in Google and Microsoft Suite (gmail, calendar, drive, excel, docs, sheets, etc.).

Preferred Qualifications:

? Associates, or Bachelors in behavioral health, social work, nursing, or communications.

? Prior training in crisis management, intervention, suicide, and behavioral health.

? Bilingual speaker (Spanish, Portuguese, Haitian Creole)

? Rhode Island resident

Job Type: Part-time

Pay: $20.00 - $22.00 per hour

Shift:
? 4 hour shift
? 8 hour shift
? Day shift
? Evening shift

People with a criminal record are encouraged to apply

Education:
? High school or equivalent (Required)

Experience:
? Call center: 2 years (Required)

Language:
? Spanish (Preferred)

Location:
? Rhode Island (Required)

Work Location: Remote

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