Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office/call center environment with a moderate noise level. This is largely a sedentary role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit, frequently use hands and to talk or hear.
Minimum Qualifications:
- Bachelor’s degree in Human Services or related major OR a combination of education and experience that is similarly equivalent.
- Minimum of four years of experience in Human Services
- Accredited Information Referral Specialist Certification (CIRS) is a plus.
- Ability to type at least 35 w.p.m.
- Call center experience with expertise in telephone etiquette is essential.
- Demonstrated knowledge of customer service principles and practices.
- Demonstrated evidence of interviewing, assessment and problem solving skills.
- Ability to effectively communicate via phone, gather and record data using various computer programs.
Minimum Competencies:
- Working knowledge of basic internet applications and programs including Google technology and Microsoft Office Word and Excel. The ability to learn and utilize the necessary programs for this position.
- Ability to communicate effectively both orally and in written form.
- Excellent interpersonal and professional skills including but not limited to professional appearance, tact, punctuality, and dependability.
- Excellent customer service skills with the ability to work with internal and external customers in a friendly, cooperative, and professional manner.
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
- Ability to learn and navigate new software quickly.
- Ability to work well under pressure and/or against opposition and to handle conflict in a professional manner.
- Strong organizational and time-management skills.
- Must be flexible, reliable and have the ability to work autonomously, as well as in a supportive/team based environment.
- Effective problem solver and decision maker.
- Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
- Ability to work a flexible schedule.
- Perform work in a manner that upholds Wayne Metro policies and procedures.
Travel Requirements:
Ability to travel to various sites.
Licensing and Other Requirements:
- Valid identification and reliable transportation.
- Although the Covid-19 vaccination is no longer mandated, it is encouraged. Wayne Metro will always prioritize the safety of our staff and clients.
Work Hours:
Work schedule is Monday – Friday, with specific hours (and occasional Saturdays) to be determined by department needs.
Other Duties:
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Wayne Metropolitan Community Action Agency is an Equal Opportunity Employer - EOE/M/F/D/V
