Call Center Specialist

SUMMARY 

The Call Center Specialist handles inbound and outbound calls (from a specific region) for the North Carolina Baptist Aging Ministry. The Call Center Specialist is the point of contact for aging adults, church volunteers, and community partners. Call Center Specialists treat each caller with courtesy and professionalism and assists clients with prioritizing their needs, connecting them with resources, and/or finding volunteers (from the NCBAM database) to meet their need. Employee must be available to work up to 27 hours per week between 9:00am and 5:00pm, Monday through Friday as scheduled by the Call Center Director.

 

QUALIFICATIONS:

* Associate Degree required 

* Excellent verbal, listening and written communication skills, with the ability to positively represent the agency to internal and external contacts

* Must be proficient in Microsoft Office

* Must be able to prioritize and complete multiple tasks in a timely manner

* Has experience operating standard office equipment

* Must maintain confidentially

* Experience with data entry preferred

* Meets qualifications for employment as outlined in the agency's personnel policies

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Answers all phone calls in a professional, prompt and courteous manner

* Connects church volunteers to frail aging adults in need

* Enters data accurately and in a timely manner into the NCBAM database

* Provides information, resources, and assistance to clients

* Assures messages are forwarded to the appropriate staff member

* Maintains a clean and orderly work area

* Serves on committees for NCBAM team as requested

* Assists each client with prioritizing their need

* Offers information and resources when needed

* Other duties as assigned

 

Professionalism/Teamwork:

* Represents the agency to various individuals, groups, and the public in a professional manner

* Works closely and communicates effectively with Regional Director

* Participates in NCBAM team meetings and events 

* Works with all BCH employees in a professional manner 

Reporting:

* Works under the supervision of the Call Center Director

* Keeps supervisor informed of any significant events which may arise

* Participates in 90 day and/or annual performance evaluation 

             

CONFIDENTIAL DATA:

Complies with agency policies and procedures concerning confidentiality and HIPPA regulations involving all aspects of client information, which include day to day care of the children, case records, family information, medical information, psychological services, etc. which if disclosed, would have adverse internal and/or external effect, and could result in termination of employment.

Regular contact with colleagues in all departments, as well as with outside individuals and groups; should represent Baptist Children's Homes of NC, Inc. in a positive manner. Contacts outside of the agency where proper handling of situations is of utmost importance as the agency's image could be affected. Regular contact with colleagues in all departments, as well as with outside individuals and groups; should represent Baptist Children's Homes of NC, Inc. in a positive manner. Contacts outside of the agency where proper handling of situations is of utmost importance as the agency's image could be affected.

 

EQUIPMENT:

Ability to operate standard office machines such as copier, computer, fax, etc. Ability to work within Microsoft Office Applications, popular web browsers and other software applications.

 

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general information. Ability to effectively communicate with others, including managers, clients, customers, and the general public.

 

CONTACT WITH OTHERS:

Regular contact with colleagues in all departments, as well as with outside individuals and groups; should represent Baptist Children's Homes of NC, Inc. in a positive manner.  Contacts outside of the agency where proper handling of situations is of utmost importance as the agency's image could be affected.

 

MATHEMATICAL SKILLS:

Excellent mathematical skills and the ability use accounting software and calculator to calculate figures.

 

MENTAL / VISUAL / AUDITORY DEMAND:

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and ability to draw conclusions. Specific vision abilities required by this job include close vision, and ability to adjust focus. Must be able to talk and hear both in person and on the telephone.

 

CONFIDENTIAL DATA:

Complies with agency policies and procedures concerning confidentiality and HIPAA regulations involving all aspects of client information, which include day to day care of the residents, case records, family information, medical information, psychological services, etc which if disclosed, would have adverse internal and/or external effect, and could result in termination of employment.

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and stand, bend, stoop, squat, kneel, use hands and fingers, walk, reach with hands and arms, and occasionally lift equipment weighing up to 30 pounds.

 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job; usually equating to normal office working conditions.