Remote Customer Contact Specialist

Goodwill Industries International, Inc.; Phoenix (AZ); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical Plans

Dental Plans

Vision Plan

401K

Paid Time Off

Job summary

Goodwill of Central and Northern Arizona is seeking a Customer Contact Specialist to support the Contact Center operations in Phoenix. You will assist callers remotely via phone, chat, email, and other channels, performing needs analysis and routing to appropriate teams while upholding GCNA branding and values.

You will collaborate across departments to meet daily and weekly call targets, document interactions, and provide timely service.

Qualifications

• High School Diploma or GED preferred.
• One year fostering customer relationships or call center experience preferred.
• Ability to multi-task in a fast-paced environment.
• Demonstrated high level of detail orientation, professionalism and business acumen.
• Ability to maintain confidentiality.
• Ability to produce documents with clear organization, proper sentence construction, punctuation and grammar.
• Ability to speak and read English proficiently; bilingual a plus.
• Excellent internet navigation required.
• Proficient in MS Office Suite and Google Drive.

Responsibilities

• Collaborates with leadership to achieve call and service goals.
• Performs needs analysis of callers and routes to appropriate teams.
• Accurately tracks and reports defined metrics.
• Provides excellent customer service to internal and external clients.
• Delivers professional and timely service reflecting GCNA branding.
• Serves as an ambassador to the community.
• May partner with outside organizations to accomplish tasks.
• Prepares job seekers for the current job market by assisting with applications and resumes.
• Assists Retail Team by calling applicants and scheduling interviews, informing them about GCNA benefits, etc.
• Meets monthly interview goals in a high-volume, fast-paced environment via email campaigns and outbound calls.
• Supports all departments in outreach or virtual needs.
• Conducts needs analysis of callers to identify talents and refer to training or opportunities.
• Maintains accurate daily activity records and service interactions.

Skills

Customer service

Call center experience

MS Office

Google Drive

English proficiency

Bilingual

Data entry

Education

High School Diploma or GED

Tools

MS Office Suite

Google Drive

Job description

Goodwill of Central and Northern Arizona is seeking a Customer Contact Specialist to support the Contact Center operations in Phoenix. You will assist callers remotely via phone, chat, email, and other channels, performing needs analysis and routing to appropriate teams while upholding GCNA branding and values.

You will collaborate across departments to meet daily and weekly call targets, document interactions, and provide timely service.