Call Center Representative

Job Details
Job Location
Remote - Seattle, WA
Remote Type
Hybrid
Position Type
Full Time
Salary Range
$20.19 - $22.35 Hourly
As a Call Center Representative , are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that's made it on the Best Christian Workplace 5 years in a row ? If so, we want to talk with you!
The Call Center Representative will work in our Centralized Intake System to be the first-line response to homeless clients and partner agencies related to inquiries for our programs (Men, Women & Children). This position will ensure partners questions are answered and will conduct the pre-intake process for guests entering our programs. In addition, this position will be responsible for the smooth handoff to the correct location/resources via our phone system.
What you will do

• Answer the Mission Central Intake hotline in a compassionate and professional manner
• Provide an average of four services to each caller:
  • Assess participant needs
  • Provide supportive advocacy
  • Start intake into program if applicable
  • Offer information and appropriate referrals to community services if necessary or to a Mission location using warm handoffs when possible
• Return voicemail and emails from clients and community partners
• Call back clients on list when shelter/program space is available
• Accurately obtain and record client demographic information for use in identifying service and geographic needs of callers
• Enter accurate data and report to Call Center Supervisor and Director of Referral & Intake as requested for continuous improvement to our intake process
• Work with Mission Relationship Manager to provide comprehensive information and referral services
• Maintain a level of comfort and ability around basic technology (email, databases, etc.) as well as future systems as our technology needs progress
• Must be willing to work nights, weekends, and holidays on an on-call rotation schedule
• Other tasks and projects as assigned

How we support each other

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds The Mission and your team in prayer.
• Participates in team devotions as schedule permits.
• Demonstrates behavior aligned with the Mission's Statement of Faith, Standard of Conduct, policies, and expectations.
• Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Qualifications

• Acknowledge and sign the Mission's Statement of Faith (see below)
• High School Diploma or equivalent is required
• 1 2 years of experience in a call center environment (inbound and outbound calls). Experience with a service provider is preferred
• Experience working with a complex or multi-line phone system is required
• Experience working with a client tracking system Clarity or similar CRM is preferred
• Proficient with Microsoft Office Suite (Outlook, Excel & Word)
• Ability to speak multiple languages is highly preferred
• Knowledge of homeless services is a plus
• This position is not eligible for sponsorship

Benefits
All regular fulltime employees, you are eligible to participate in our generous benefits package:

• Medical / Vision with generous dependent coverage
• Dental - 100% company paid
• Long-Term Disability 100% company paid
• Basic Life Plan 100% company paid
• Voluntary Products (Aflac and Guardian)
• EAP and 24/7 Virtual Mental Health 100% company paid
• 4 weeks of paid vacation (prorated based on hire date)
• 11 paid holidays + 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment
While performing the duties of this job, the employee is frequently required to sit for long periods of time in a temperature-controlled environment. Occasionally stand, balance, twist, stoop, kneel and reach with hands/arms. Occasionally lifts up to 20 pounds and walks uses stairways to climb to multiple floors within the company. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and the ability to adjust focus.
Statement of Faith

• We believe the Bible to be the inspired, the infallible, authoritative Word of God.
• We believe that there is one God, eternally existent in three Persons; Father, Son, and Holy Spirit.
• We believe in the deity of our Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood, in His bodily resurrection, in His ascension to the right-hand of the Father, and in His personal return in power and glory.
• We believe that for the salvation of lost and sinful men, regeneration by the Holy Spirit is essential.
• We believe in the present ministry of the Holy Spirit by whose indwelling the Christian is enabled to live a Godly life.
• We believe in the bodily resurrection of the just and unjust, the everlasting blessedness of the saved, and the everlasting conscious punishment of the lost.
• We believe in the spiritual unity of believers in Christ.

Mission Statement
To bring the love of Jesus and hope for a new life to our homeless neighbors.
Vision Statement
To see every homeless neighbor - beloved, redeemed, restored.
Pre-Employment
This position is subject to a pre-employment criminal background check and must be able to pass a 4-panel drug screen.