Call Center Specialist

The Society of St. Vincent de Paul - Cincinnati; Cincinnati (OH); On-site; USD 34,000 - 45,000; Full time

Job summary

The Society of St. Vincent de Paul – Cincinnati District Council is seeking a Call Center Specialist to serve neighbors requesting assistance by providing accurate information and compassionate referrals.

The role requires handling calls, documenting requests, and coordinating with the Social Services team to connect people with services. Requirements include a high school diploma or equivalent, 1+ year of call center experience, strong written and verbal communication, and proficiency with

Qualifications

• High school diploma or equivalent is required; at least one year of call center experience preferred; computer literacy is required.
• Strong attention to detail 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 is required.

Responsibilities

• Timely, accurately and compassionately respond to assistance and information calls while completing documentation of requests.
• Retrieve calls from our service line and refer neighbors within an active Conference footprint to their SVDP Conference.
• Participate as a member of the SVDP Social Services team and interact with Council members and staff.
• Share access information for assistance from other community resources as appropriate to address needs.
• Lead/participate in special projects as required.
• Other duties as assigned.

Skills

Call center experience

Communication skills

Attention to detail

Bilingual Spanish

Computer literacy

Education

High school diploma or equivalent

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.