Contact Center Representative

General Description of Duties: Will be responsible for effectively handling customer contacts by receiving inbound calls and placing outbound calls for one of two processes. Process wellness referrals, discussing appropriate wellness options and register clients for the referred classes or activities. Provide reminder calls for upcoming client events, record client attendance, and conduct follow-up evaluations. Will develop and maintain positive customer relations and coordinate with various functions within the organization to ensure wellness referrals are handled appropriately and in a timely manner. Explain benefits a person may be eligible for. Answer incoming calls from potential clients to answer inquiries and questions, identify areas of benefit eligibility, and collect pertinent information. Perform outreach at various community sites to distribute information and explain benefits a person may be eligible for.

Education and Training: High school diploma or equivalent required, with some college preferred. Bilingual (English-Spanish) preferred. Minimum of one-year customer service experience preferred. Must have one-year recent experience Microsoft applications. Must also be able to generate and maintain Excel worksheets utilizing formulas, links and charts. Must have the ability to provide callers with excellent customer service, and respond to questions professionally and apply critical thinking and problem-solving skills to any customer issue. Must be able to effectively communicate in English, with internal and external customers of Adelante. Have the ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from customers, clients, supervisors and co-workers.

Other Requirements: Must be able to pass a background check, pre-employment drug screening, have reliable transportation and an agency insurable driving record. May be required to work outside of regular schedule, including weekends, and holidays to meet seasonal needs. Must be able to work in a busy, fast-paced, and sometimes noisy environment. Must be able to lift 10lbs, stand, walk, bend, stoop, and carry frequently. Must be able to climb 5 ft., reach above shoulder(s), balance, push/pull, occasionally. Veterans will be given preference for this position. Adelante is a drug free workplace. Adelante is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)