Call Center Specialist

St. Vincent de Paul District Council of Cincinnati; Cincinnati (OH); On-site; USD 21,000 - 28,000; Full time

Job summary

The Society of St. Vincent de Paul – Cincinnati District Council is seeking a Call Center Specialist to serve neighbors in need by handling daily information calls and providing resource details.

This role reports to the Call Center Manager and upholds the organization’s mission in every interaction. Responsibilities include timely responses, directing callers to services, collaborating with the Social Services team, and supporting special projects.

Qualifications

• High school diploma or equivalent required; further academic achievement preferred.
• At least one year of call center experience strongly preferred.
• Computer literacy and ability to communicate well orally and in writing are required.
• Experience with Google docs, Excel and Microsoft Office a must.
• Bilingual (Spanish speaking) abilities are a plus.
• Ability to work with and support a diverse team.

Responsibilities

• Timely, accurately and compassionately respond to assistance and information calls while completing appropriate documentation of requests from neighbors and informing neighbors of availability of services according to current operating mode
• Retrieve calls from our service line and refer those neighbors located within an active Conference footprint to their respective SVDP Conference
• Participate as a member of the SVDP Social Services team as well as positively interact with Council members and staff.
• Understand how to share access information for assistance from other community resources as appropriate to address needs presented by neighbors on the phone.
• Lead/participate in special projects as required.
• Other duties as assigned.

Skills

Call center experience

Oral and written communication

Attention to detail

Team collaboration

Bilingual Spanish

Education

High school diploma

Tools

Google Docs

Excel

Microsoft Office

Job description

The Society of St. Vincent de Paul – Cincinnati District Council (SVDP) has been providing innovative and practical basic needs assistance and systemic change advocacy for Cincinnati neighbors in need for 150 years. The organization works personally with those in need, regardless of race or creed, to bridge the gaps in their lives through home visits provided by neighborhood-based volunteer groups (Vincentians in Conferences); groundbreaking Outreach Center initiatives like the Charitable Pharmacy and Homelessness Prevention program; a network of 12 food pantries; and eight thrift stores across Cincinnati. SVDP has an immediate opportunity for a Call Center Specialist to play an integral role in providing services and uplifting engagement to our neighbors.

Job Title: Call Center Specialist

Reports To: Call Center Manager

Scope of Position: The Call Center Specialist is a consistent point of contact for those requesting services from the organization. Retrieving and returning daily calls along with providing service and resource information to neighbors calling for information are primary functions. This team member must consistently model the mission and values of St. Vincent de Paul.

Job Responsibilities:

• Timely, accurately and compassionately respond to assistance and information calls while completing appropriate documentation of requests from neighbors and informing neighbors of availability of services according to current operating mode
• Retrieve calls from our service line and refer those neighbors located within an active Conference footprint to their respective SVDP Conference
• Participate as a member of the SVDP Social Services team as well as positively interact with Council members and staff.
• Understand how to share access information for assistance from other community resources as appropriate to address needs presented by neighbors on the phone.
• Lead/participate in special projects as required.
• Other duties as assigned.

Qualifications: High school diploma or equivalent is required and further academic achievement is preferred; at least one year of call center experience strongly preferred; computer literacy is required; strong attention to detail and an ability to communicate well orally and in writing are required; experience with Google docs, Excel and Microsoft Office a must; bilingual (Spanish speaking) abilities are a plus; ability to work with and support a diverse team is required.

Work Environment: Office Environment – Adequately lighted, heated and ventilated

Physical Requirements: Job duties will primarily be performed from a desk; must be able to sit for long periods of time.

Mission: A network of neighbors, inspired by Gospel values, growing in holiness and building a more just world through personal relationships with and services to people in need.

The Society of St. Vincent de Paul-Cincinnati District Council provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, St. Vincent de Paul complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.