Multichannel Customer Support Specialist

Goodwill

Phoenix (AZ)

On-site

USD 23,000 - 32,000

Full time

14 days+

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Benefits offered by this job

3 Medical Plans

Health Reimbursement Account (HRA)

3 Dental Plans

Vision Plan

401K Traditional and Roth Plans

Employer Paid Life Insurance

Employee Assistance Program (EAP)

Paid Time Off; Sick and Vacation

Paid Holidays

Job summary

Goodwill is seeking a Customer Contact Specialist to assist the Contact Center leadership in daily operations, serving customers via phone, chat, video, and email across multiple markets and lines. You will analyze needs, refer callers to appropriate teams, and help prepare job seekers for the current market with applications and resumes.

The role emphasizes collaboration with departments, meeting daily and weekly goals, and maintaining accurate records.

Qualifications

High School Diploma or GED preferred.
Level One Fingerprint Clearance Card IVP required.
Veteran experience preferred.
Ability to maintain confidentiality.
One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred.
Ability to have difficult conversations across multiple business lines and markets.
Excellent internet navigation required with the ability to multi-task and use multiple system and software applications in a fast-paced environment.
Ability to speak and read English proficiently, Bilingual a plus.
Demonstrates high level of detail orientation, professionalism and business acumen.
Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
Proficient in MS Office Suite and Google Drive.
Ability to pass a background check and drug screen, where applicable for position.

Responsibilities

Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services.
Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.
Accurately tracks and reports defined metrics as requested by management.
Provides excellent customer service to both internal and external clients.
Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand appropriately.
Serves as a GCNA ambassador to both internal and external customers.
Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other career search related activities.
Supports all departments in any outreach or virtual needs.
Conducts needs analysis of callers, identifying client talents and skills, and accurately refers them to available internal and external training, employment opportunities, services, or events.
Maintains accurate records; daily calls/activities and services provided, including but not limited to employment events, case notes, and support services assigned.
Supports on-site and off-site events; assisting partner departments, outbound calls, Mission Services events/trainings, etc.
Assists in collaborating with support areas (Asset Protection, Human Resources, Safety, Finance, etc.) to further business goals and ensure compliance with applicable policies, procedures, and regulations.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.