Call Center Specialist

BAKERRIPLEY; Minnesota; On-site; USD 36,000 - 48,000; Full time

Job summary

BakerRipley seeks a Call Center Specialist to be the primary point of contact for neighbors, delivering prompt, courteous, and solution-oriented support across phone, email, and chat for our programs.

Responsibilities include handling inquiries, updating records, scheduling, and collaborating with teammates to ensure high-quality service while complying with agency policies and safeguarding information.

Qualifications

• Strong communication and listening skills to understand and address customer needs effectively.
• Problem-solving abilities to provide timely and accurate solutions.
• Multitasking and time management skills to handle high call volumes efficiently.
• Basic computer literacy, including familiarity with Microsoft Office and Salesforce.
• Empathy and professionalism to maintain positive customer interactions.

Responsibilities

• Respond to inbound and outbound calls, emails, and messages promptly and politely.
• Provide accurate information about the agency and program services.
• Resolve customer issues efficiently, including de-escalating complaints and offering solutions.
• Enter and update customer information in databases or systems.
• Schedule appointments or record information as required.
• Collaborate with team members to improve service quality and workflow.
• Assist in training new employees and mentoring staff.
• Maintain compliance with agency policies and relevant regulations, such as safeguarding protected personal information.

Skills

Communication

Problem-solving

Time Management

Microsoft Office

Salesforce

Empathy

Education

High school diploma or equivalent

Customer service certification (advantage)

Tools

Salesforce CRM

CRM systems

Job description

About UsBakerRipley team members impact the lives of more than 500 000 people every year through our community development work, which has inspired and supported our Neighbors for more than a century.We believe our neighborhoods are bridges to opportunity, that people can transform communities, and that everyone has something to contribute.Our unique backgrounds and experiences help us deliver innovative support to uplift our Neighbors. As one of the largest nonprofits in Texas, our success is fueled by our Mission: Connecting Neighbors and communities to resources, education, and opportunity.Job SummaryA Call Center Specialist serves as the primary point of contact for neighbors, providing prompt, courteous, and solution-focused support across multiple communication channels for the agency’s programs.Key ResponsibilitiesCall Center Specialists handle customer inquiries, complaints, and support requests via phone, email, or chat, ensuring customer satisfaction and maintaining a professional demeanor. Typical duties include:Responding to inbound and outbound calls, emails, and messages promptly and politelyProviding accurate information about the agency and program servicesResolving customer issues efficiently, including de-escalating complaints and offering solutionsEntering and updating customer information in databases or systemsScheduling appointments or recording information as requiredCollaborating with team members to improve service quality and workflowAssisting in training new employees and mentoring staffMaintaining compliance with agency policies and relevant regulations, such as safeguarding protected personal informationPerforms other administrative duties as assignedRequired Skills and QualificationsStrong communication and listening skills to understand and address customer needs effectively.Problem-solving abilities to provide timely and accurate solutions.Multitasking and time management skills to handle high call volumes efficiently.Basic computer literacy, including familiarity with Microsoft Office and Salesforce.Empathy and professionalism to maintain positive customer interactions.EducationHigh school diploma or equivalent; additional certifications or experience in customer service or the relevant industry are advantageous.LanguagesPreferrable bilingual – Spanish, Chinese or Vietnamese