Customer Service Representative - Helpline - Full Time

Gaudenzia,-Inc.; Coal Township (PA); On-site; USD 19,000 - 26,000; Full time

Job summary

Gaudenzia, Inc. is seeking a full-time call center professional in Coal Township, PA, to handle high volumes of calls, provide program information, and direct inquiries to appropriate resources.

The role emphasizes confidentiality, data accuracy in the CRM, and collaboration with internal teams. The ideal candidate has at least a high school diploma, 2+ years in a call center, strong communication skills, and familiarity with HIPAA.

Qualifications

• High school diploma or equivalent is required; Associate's degree preferred.
• Minimum 2 years of call center or customer service experience.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite and CRM systems.
• Experience with multi-line phone systems.
• Ability to maintain composure in challenging situations.
• Knowledge of HIPAA compliance and confidentiality requirements.
• Demonstrated experience meeting performance metrics in a call center environment.

Responsibilities

• Answer and manage high volume of incoming calls professionally and efficiently.
• Provide accurate information about Gaudenzia's programs and services.
• Direct callers to appropriate departments or resources.
• Address and resolve customer service inquiries and concerns.
• Maintain detailed call logs and documentation.
• Follow up on pending inquiries and service requests.
• Coordinate with internal departments to resolve complex issues.
• Maintain confidentiality in accordance with HIPAA regulations.
• Support crisis call management by directing emergency calls to appropriate resources.
• Handle customer feedback and complaints with professionalism and empathy.
• Document all customer interactions in CRM system accurately.
• Participate in regular team meetings and training sessions.
• Contribute to continuous improvement initiatives.
• Generate daily, weekly, and monthly performance reports.
• Maintain updated knowledge of all programs, services, and policies.
• Assist in developing and updating standard operating procedures.
• Participate in quality assurance reviews and feedback sessions.

Skills

Customer service

Communication skills

Conflict resolution

CRM proficiency

Education

High school diploma or equivalent

Associate's degree preferred

2+ years call center experience

Verbal and written communication

MS Office & CRM proficiency

Multi-line phone systems

HIPAA compliance

Performance metrics in call center

Job description

Locations(s)

500 Northumberland County Drive, Coal Township , Pennsylvania 17866 , United States

Compensation

$16.50 per hour

Job Description

We need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others.

Gaudenzia's Mission: Gaudenzia's Mission is to promote long-term recovery by providing comprehensive treatment and support to people with substance use disorder, co-occurring mental health disorders, and related conditions, regardless of individual circumstances.

Minimum Requirements

Education & Experience

• High school diploma or equivalent required; Associate's degree preferred
• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi-line phone systems
• Ability to maintain composure in challenging situations
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Preferred Qualifications

• Experience in healthcare or behavioral health settings
• Knowledge of substance use disorders and recovery
• Experience with electronic health records systems
• Crisis management experience
• Bachelor's degree in related field
• Call center certification or relevant industry certifications

Key Responsibilities Customer Service Operations

• Answer and manage high volume of incoming calls professionally and efficiently
• Provide accurate information about Gaudenzia's programs and services
• Direct callers to appropriate departments or resources
• Address and resolve customer service inquiries and concerns
• Maintain detailed call logs and documentation
• Follow up on pending inquiries and service requests
• Coordinate with internal departments to resolve complex issues
• Maintain confidentiality in accordance with HIPAA regulations
• Support crisis call management by directing emergency calls to appropriate resources
• Handle customer feedback and complaints with professionalism and empathy

Administrative Duties

• Document all customer interactions in CRM system accurately and thoroughly
• Participate in regular team meetings and training sessions
• Contribute to continuous improvement initiatives
• Generate daily, weekly, and monthly performance reports
• Maintain updated knowledge of all programs, services, and policies
• Assist in developing and updating standard operating procedures
• Participate in quality assurance reviews and feedback sessions
• All other duties as assigned

SKILLS, KNOWLEDGE, AND ABILITIES

Performance Standards

• Maintain average call handling time of 5-7 minutes per call
• Achieve and maintain customer satisfaction (CSAT) score of 75% or higher
• Meet Net Promoter Score (NPS) targets of 50+
• Maintain average team wait time under 10 seconds
• Achieve first call resolution rate of 80% or higher
• Maintain call quality scores of 90% or above
• Complete all required documentation within established timeframes
• Maintain average after-call work time under 30 seconds
• Achieve monthly call volume targets as established by management
• Maintain attendance and schedule adherence rate of 95% or higher
• Exceptional interpersonal and communication skills
• Strong problem-solving abilities
• Empathetic and patient demeanor
• Excellent organizational and multitasking abilities
• Detail-oriented with strong documentation skills
• Cultural competency and sensitivity
• Ability to work independently and as part of a team
• Adaptability to changing priorities
• Resilience in handling challenging situations
• Technical Requirements
• Proficiency in call center software and telephony systems
• Experience with CRM platforms and databases
• Knowledge of performance monitoring tools
• Ability to navigate multiple computer applications simultaneously
• Familiarity with quality monitoring systems
• Understanding of call center metrics and KPIs

Working Conditions

• Full-time position (40 hours/week)
• Office/call center environment
• Extended periods of sitting and computer use
• Regular performance reviews and coaching sessions
• Professional Development
• Ongoing training in customer service best practices
• Substance use disorder awareness and sensitivity training
• Regular coaching and feedback sessions
• Access to industry certifications and continuing education

What We Offer

Competitive Pay - Excellent Benefits - On The Job Training - Upward mobility - Educational assistance to help you grow with us in this life saving field!

For more details please visit out website: https://www.gaudenzia.org/careers/

Our Operating Principles: We, as members of the Gaudenzia Team, are committed to these principles. They guide the way we perform Gaudenzia business, every day.

We hold client care as our top priority. We assume good intentions. We are present, we connect, & we communicate with transparency, dignity, and respect. We make data-driven decisions with courage, challenge the status quo, find innovative ways to grow Gaudenzia & each other. We support each other publicly & privately in all circumstances. We provide & accept constructive, honest, respectful, and timely feedback with an open mind & without personalization. We operate with integrity, focus on outcomes, & have a bias for action. We follow through on agreements & honor commitments prioritized with a sense of urgency - someone's life may depend on it.

Gaudenzia is proud to be an employer of choice - and a treatment provider of choice - in the substance use and co-occurring disorders treatment field. We work hard to foster an inclusive, supportive environment where our employees and clients always feel safe and welcome.

Come work with us!

Our Agency is committed to the principles of equal employment. We believe in fostering a positive work environment in which every employee is treated with respect. Our staff hiring and recruitment practices are grounded in fairness, transparency, and merit. All employment decisions are based on job-related qualifications, relevant skills, experience, and alignment with our mission and values. We actively recruit from a broad range of educational and professional backgrounds to attract the most qualified candidates, ensuring equal opportunity for all applicants without preference or discrimination. Our process uses consistent and clear evaluation criteria to support objective decision-making. By emphasizing accountability, efficiency, and integrity throughout every stage--from job posting to onboarding--we build a workforce defined by excellence, professionalism, and commitment to our shared purpose. Gaudenzia is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.