[Hiring] Call Center Support @Aurora Community Services

Role Description

We are seeking passionate and committed individuals to work in our call center; providing a one-stop resource for individuals needing a wide range of services, providing telephonic assistance with the Employee Achievement Program (EAP), Crisis Line, Scheduling/On Call, Injury Hotline, and Mental Health Support.

• Manage activities securely and confidentially while maintaining professional therapeutic boundaries
• Operate a multiple-line telephone system and respond to calls promptly
• Prioritize a variety of incoming calls/emails and direct to appropriate resource
• Provide assistance/support while utilizing problem resolution techniques
• Analyze and de-escalate calls as necessary, remaining calm in any type of situation
• Document telephonic support services and maintain accurate schedules
• Write reports and correspondence
• Conduct calendar/appointment reminders or modifications
• Communicate training tracking/documentation to corporate office
• Effectively present information to individuals, small groups, staff, and management
• Provide team support and assistance in orientation/training of new team members
• Answer questions clearly, completely, and precisely
• Creatively problem solve, implement organizational multi-tasking, and provide excellent customer service in demanding situations
• Attend department/management meetings as scheduled
• Ensure safe work practices
• Perform other duties as assigned

Qualifications

• Problem Solving - identify and resolves problem in a timely manner, gathering and analyzing information skillfully
• Interpersonal Skills - maintain confidentiality, remaining open to others’ ideas and exhibiting willingness to try new things
• Oral Communication - speak clearly and persuasively in positive or negative situations; demonstrating group presentation and meeting skills
• Written Communication - edit work for spelling and grammar, presenting numerical data effectively, and ability to read and interpret written information
• Planning/Organizing – prioritize and plan work activities, using time efficiently, and develop realistic action plans
• Quality Control - ensure accuracy, quality, and thoroughness by effectively monitoring own work
• Adaptability – adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays, or unexpected events
• Dependability – consistently at work and on time, following instructions, responding to management direction, and soliciting feedback to improve performance
• Safety and Security - actively promote, personally observe, and promote safety/security procedures, using equipment and materials properly

Benefits

• Option to get paid before payday
• Employee discount - Verizon and Dell
• Health Insurance
• Life Insurance
• Dental Insurance
• Vacation/Personal Hours
• Employee Stock Ownership
• 401-K
• Employee Achievement Program
• Longevity Bonus for Part Time or Full Time Employees
• Casual dress (no uniforms), fun work atmosphere
• And more