PURPOSE
This position will respond to crisis calls, chats and texts for specifically assigned lines, using specified guidelines for each. The specialist should be accountable, compassionate and have an interest in helping callers secure information, while demonstrating leadership skills to accomplish the task. The specialist will be tasked with coordinating all activities related to contact center deliverables.
Responsibilities
The job will include:
- Responding to all crisis calls, chats, and texts for assigned lines and any additional assignments
- Working within the policies and procedures of the Crisis Intervention Center
- Working the contract lines within the parameters of the specified guidelines for each line
- Completing risk assessments, mobile outreach response assessments, and referrals for appropriate callers
- Providing additional call center support, as needed
- Maintaining Call Center supplies
Qualifications and Education Requirements
- High school or GED graduate
- Basic to advance skills for: computer, phone, phone etiquette
- Ability to attend Continuing Education provided by the center at specific times
- Flexibility to adjust quickly to changes made in procedures, equipment, environment, etc.
- Must successfully pass a criminal background check as per policies of the Crisis Intervention Center, Inc.
Preferred Skills
- Skilled in using electronic databases
- Trained in crisis counseling
- Prior call center or customer service experience
