Customer Service Representative - Helpline Part Time

Gaudenzia; United States; On-site; USD 22,000 - 25,000; Part time

Benefits offered by this job

Competitive pay

Excellent benefits

On-the-job training

Upward mobility

Educational assistance

Job summary

Gaudenzia is seeking a part-time Customer Service Representative to join its Helpline team. This remote role supports callers nationwide, providing information about Gaudenzia’s programs and guiding clients to appropriate resources.

Strong communication and HIPAA awareness are essential as you document interactions and maintain confidentiality. Qualified candidates bring at least two years in call centers or customer service, proficiency with Microsoft Office and CRM systems, and the ability to

Qualifications

• 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
• 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

Skills

Call center experience

Customer service

Verbal communication

Written communication

CRM systems

Microsoft Office

Multi-line phones

HIPAA compliance

Performance metrics

Education

High school diploma or equivalent

Tools

CRM platforms

Microsoft Office

Call center software

Job description

Customer Service Representative - Helpline Part Time

Remote · US Only Part-time $16.50/hr – $16.50/hr

Compensation

$16.50

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:

Required Qualifications Required Qualifications

• High school diploma or equivalent required;
• 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
• 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.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·