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Customer Support/Resource Navigator

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Location
Pittsburgh, PA
Salary
$30,000 - $35,000
Job Type
Direct Hire
Date
Oct 20, 2017
Job ID
2534407
Customer Support/Resource Navigator
 
Our client is a Non-Profit helping people assess their needs and refers them directly to programs and agencies that could change their circumstances for the better. 
 
The Resource Navigators are the heart of the service to help our neighbors in need.  The Resource Navigators are trained and certified to interact with a person in need, provide the best referrals available, and follow-up to make sure assistance has been received. 
 
The Resource Navigator handles customer inquiries by phone, text, chat or other medium from individuals seeking assistance with human services information or resources.  The individual ensures that responses to inquiries are completed timely and according to established service and quality standards. This position focuses on showing empathy, patience, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc. The ideal candidate will effectively and compassionately maintain the confidentiality of all caller information.
 
Job Summary:
 
·       This individual will be primarily responsible for timely and accurate phone, texts and chats.
·       This position is located in Pittsburgh.  However, once performance levels and standards have been met, the individual may be permitted to work remotely. 
 
Essential Functions:
 
·       Responds to inbound phone contact, texts and chats. 
·       Input data into the system of record, VisionLink
·       Meets all production, quality and adherence standards. 
·       Attends all required training classes and meetings.
·       Elevates issues to next level of supervision, as appropriate. 
·       Sends outbound texts as needed.
·       Maintains accurate records, including timekeeping records. 
·       Completes contact follow-up via text and phone in a timely manner. 
·       Other duties as assigned. 
 
Additional Responsibilities:
 
·       Responds to text and chats for special projects. 
·       Updates I&R database records as needed. 
·       Data clean-up when required.  
 
Minimum Qualifications:
 
·        High School Diploma or GED.
·        2 or more years of experience in customer service.
·        Minimum typing speed of 45 words per minute. 
 
Preferred Qualifications:
 
·        Associate’s degree in social work or health or human services related field.
·        Bi-lingual.