Contact Center Representative - Inbound jobs in Dubuque, IA

Description

POSITION SUMMARY

Waypoint's Critical Services department is currently seeking a member to join our Coordinated Entry Call Center team to provide information and referrals to clients. This is a social work profession and no sales are involved. Working in the office is required, it is not a remote position. It's full-time at 40 hours/week. The shift will be 9am - 5pm, Monday through Friday. The pay is $18/hour.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Field and respond to phone calls and in-person clients
• Collect and input data from calls for rental assistance, domestic violence support, and emergency shelter
• Provide information, make referrals, take messages, and provide a triage screening to callers for admission to housing and rental programs
• Remain informed on statewide resources and systems to make appropriate referrals
• Complete requested paperwork in a timely manner
• Work within an HMIS system to enter data accurately in a timely manner
• Use critical thinking skills to appropriately refer clients to correct resources
• Assist with program components as assigned
• Complete client requests utilizing our email and software systems including: MS Outlook, Word, Excel, and Google Documents

COMPETENCIES

• Values: Demonstrate Waypoint’s core values every day you are at work: have compassion, instill ownership, empower people, and embrace diversity.
• Dependability: Show up to work on time, every time. Keep your commitments. Take responsibility for your own actions. Understand implications of your decisions.
• Communication: Demonstrate the ability to treat others with respect and consideration when working with a variety of personalities and leadership styles. Listen and seek clarifications. Communicate internally and externally in a positive tone.
• Professionalism: Take pride in how you present yourself. Motivate yourself to bring your best every day. Develop strategies to achieve organization goals.
• Adaptability: Be able to multitask in a changing and evolving work environment to best fit the situation. Demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.

GENERAL DUTIES AND RESPONSIBILITIES

• Comply with all Waypoint policies and Waypoint letter of employment
• Maintain client and program confidentiality as defined in Waypoint’s Confidentiality Policy
• Demonstrate a positive attitude and professional manner, both in appearance and actions in carrying out job responsibilities
• Follow Waypoint Crisis Communication Plan completely in crisis situations
• Attend and participate in Waypoint departmental, interdepartmental and staff meetings as directed
• Maintain scheduled work hours and notify your immediate supervisor personally of absences
• Support Waypoint events
• Promote Waypoint team concept by being courteous and helpful to other employees and clients
• Accurately maintain necessary forms and records and submit in a timely manner, especially accident/incident report forms
• Be responsible for maintaining the cleanliness of the total work environment
• Complete time cards and/or employment records accurately and submit on time to supervisor
• This position may require regular evening and weekend work hours; individual must be able to work flexible hours
• Work with supervisor to develop a professional growth plan
• Attend in-service trainings and work to increase skills in field
• Be on the job at least 90% of the time
• Perform all other duties as assigned by Waypoint

BENEFITS The benefits below are for full-time, 30 hours/week, unless noted otherwise

• 12 Paid Holidays, includes your birthday (Regular part-time employees receive holiday pay - prorated)
• 2 weeks PTO first year of employment
• Self-Care & Family Time, additional paid time off that is equivalent to 1 week/year
• $25K Life Insurance paid in full by Waypoint
• Medical insurance through Wellmark; Waypoint pays $385/month towards this insurance
• Dental & Vision Insurance
• FSA & HSA
• Short-Term Disability
• 401K & Match
• Employee Childcare Discount at KidsPoint starting at 40%
• Employee Assistance Program - counseling, financial and legal services
• Certified Public Service Loan Forgiveness Employer
• Discounted college classes

Requirements

QUALIFICATIONS

• High school diploma with at least one year experience in human service delivery which includes medical, public health and human services; or equivalent work/life/volunteer experience
• Must be proficient with: MS Outlook, Word, Excel, and Google Docs
• Type at least 30 WPM
• Understanding of the dynamics of homelessness, domestic violence, child abuse, sexual abuse/assault, substance abuse, and mental illness
• Demonstrate a sensitivity to working with families of diverse racial and cultural backgrounds and an understanding of poverty and oppression
• If a Waypoint/DHS Non-Law Enforcement Records Check is required, must receive a negative report
• If required to drive a Waypoint vehicle, must have valid drivers license and be insurable to meet the requirements of Waypoint insurance provider; if required to transport clients, must have valid chauffeurs license
• Be able to sit, stand, walk, stoop, kneel and lift up to 40 pounds