Information & Referral Specialist

VIA VISUALLY IMPAIRED ADVANCEMENT; Buffalo (NY); Remote; USD 24,000 - 26,000; Part time

Job summary

VIA Visually Impaired Advancement seeks an Information & Referral Specialist to join a remote, part-time team. This role supports a 24/7 call center with scheduled windows and requires documenting all interactions and data accurately while assisting callers with referrals.

Ideal candidates will have 2+ years in customer service or human services, be legally eligible to work in the US, and be comfortable assisting individuals in crisis with sensitivity and confidentiality.

Qualifications

• High School diploma or equivalent.
• Two years of experience in customer service, Contact Center or human services.
• Must be live in one of the following states: New York, Pennsylvania, North Carolina, South Carolina.
• Ability to provide documentation of legal blindness preferred but not required.

Responsibilities

• Answer and document all incoming calls in accordance with Contact Center procedure.
• Manage call volume in a timely and efficient manner.
• Assess caller needs to provide comprehensive information and make accurate referrals to appropriate agencies, programs and services.
• Schedule appointments for agency programs and collect necessary caller information.
• Complete follow ups and log calls in accordance with Contact Center procedure.
• Uphold quality assurance goals.
• Demonstrate independence and problem solving.

Skills

Microsoft Office Suite

Education

High School diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Information & Referral Specialist

9 days ago Requisition ID: 1485

Salary Range: $17.25 To $18.75 Hourly

Information & Referral Specialist

Job Description:

VIA is seeking Information & Referral Specialists interested in working approximately 20 hours per week. Applicants should have availability to work within one or more of the following scheduling windows:

• Monday–Friday: 7:00 a.m.–11:00 a.m.
• Monday–Friday: 12:00 p.m.–4:00 p.m.

This position works in a remote capacity and is primarily responsible for answering calls, determining and addressing caller needs while collecting and documenting all required data.

While the primary scheduling needs are outlined above, applicants should be prepared to maintain reasonable flexibility in their availability and schedule to help support the needs of our 24-hour, 7-day-a-week call center operations.

Essential Functions:

• Answer and document all incoming calls in accordance with Contact Center procedure
• Manage call volume in a timely and efficient manner
• Assess caller needs to provide comprehensive information and make accurate referrals to appropriate agencies, programs and services
• Schedule appointments for agency programs and collect necessary caller information
• Complete follow ups and log calls in accordance with Contact Center procedure
• Uphold quality assurance goals
• Proficient in the use of Microsoft Office Suite
• Demonstrate excellent internal and external customer service
• Effectively work with individuals of diverse backgrounds
• Comfortable communicating with individuals in crisis or experiencing high levels of stress
• Counsel individuals with an ability to balance agency policy while displaying sensitivity to clients/colleagues
• Adapt communication style depending on assigned duty
• Maintain confidentiality and professionalism in a fast-paced environment
• Demonstrate independent thinking and problem solving
• Demonstrate detail orientation in completion of duties
• Demonstrate patience, flexibility, and active listening
• Effectively communicate with colleagues, customers, vendors and/or outside agencies
• Achieve results independently and work well as part of a team
• Maintain a calm, sensitive demeanor in an actively changing work environment

Qualifications:

• High School diploma or equivalent
• Two years of experience in customer service, Contact Center or human services
• Must be live in the one of the following states: New York, Pennsylvania, North Carolina, South Carolina
• Ability to provide documentation of legal blindness preferred but not required
  

VIA is an Affiantory/Equal Opportunity Employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Any person with a disability needing special accommodations to the application process please call Human Resources.