contact center specialist

APLA Health

<div><p><b>Requisition #: </b>48849</p><p><b>
Status:</b> Full-time, Non-Exempt</p><p><b>
Schedule:</b> Monday &ndash; Friday, 8AM &ndash; 5PM
</p><p><b>Onsite or Hybrid:</b> Onsite
</p><p><b>Bilingual (English/Spanish):</b> Yes: Spanish Assessment required prior to offer.</p><p>
</p><p><b>POSITION SUMMARY:</b></p><p>
Under the direction of the Contact Center Manager, the Contact Center Specialist is responsible for handling inbound and outbound calls to and from patients and scheduling medical appointments.
</p><p><b>ESSENTIAL DUTIES AND RESPONSIBILITIES:</b></p><ul><li>
Handle inbound and outbound patient calls and provide accurate, satisfactory answers to their queries and concerns.</li><li>
Assist patients with understanding the limitations of certain services and assist them in finding a solution to their concerns.
</li><li>Handle all scheduling calls and transfer other calls/patient inquires as appropriate.</li><li>
Schedule patient appointments according to clinic scheduling protocols.</li><li>
Register patients in eClinicalWorks according to clinic protocols.</li><li>
Verifies patients&rsquo; insurance coverage and if patient is out of network, unassigned to APLA Health, or uninsured, refers patient to enrollment team.
</li><li>Protects patients' rights by maintaining strictest confidentiality of personal and financial information; adhering to all HIPAA guidelines/regulations.</li><li>
Maintains patient accounts in eClinicalWorks by obtaining, recording, and updating personal and financial information.</li><li>
Exhibit cultural competency with the LGBTQ+ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV.</li><li>
Work with the referral coordinator and/or referring agencies to coordinate patient appointments.</li><li>
Work with the patient engagement and retention specialist to coordinate ED/ER follow up patient appointments.</li><li>
Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation).</li><li>
Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep patient protected health information safe and secure.</li><li>
Coordinate with other call center agents to improve customer service.</li><li>
Effectively communicate with clients/patients in English and Spanish as required per aforementioned job duties.</li></ul><p>
</p><p>OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS.</p><p>
On occasion, based on business necessity, staff may be required to work a non-standard schedule.
</p><p><b>REQUIREMENTS:</b></p><p>
Training and Experience:</p><ul><li>
High school diploma or GED required.
</li><li>At least two (2) years&rsquo; experience working in a medical office or two (2) years of other customer service experience preferred.
</li><li>Knowledge about insurance plans as well as Medi-cal/Medicare strongly preferred.</li><li>
Bilingual required &ndash; English/Spanish.</li></ul><p>
Knowledge of:</p><ul><li>
Basic computer software (Microsoft Office Suite)</li><li>
Call Center operations</li><li>
HIPAA and OSHA guidelines</li><li>
eClinicalWorks or similar electronic health record system</li><li>
Ring Central or similar phone system</li><li>
Managed care eligibility
</li><li>Healthcare insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)</li></ul><p>
Ability to:</p><ul><li>
Participate as an effective member of a large service-providing agency</li><li>
Demonstrate non-judgmental and compassionate care towards the LGBTQ+ population, underprivileged and underserved communities, and populations living with/at high risk of contracting HIV</li><li>
Be customer service oriented</li><li>
Possess great active listening skills</li><li>
Strong telephone etiquette
</li><li>Maintain strictest confidentiality of patients</li><li>
Maintain a strict discipline in time management</li><li>
Operate standard office equipment
</li><li>Demonstrate excellent written and verbal communication skills</li><li>
Perform word processing and data entry tasks</li><li>
Meet assigned deadlines
</li><li>Complete assigned tasks with minimal supervision</li><li>
Communicate effectively with patients, staff, peers, and superiors</li></ul><p>
</p><p><b>WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
</b></p><p>This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper.</p><p>
</p><p><b>SPECIAL REQUIREMENTS:</b></p><p>
Covid Vaccination and booster required or medical/religious exemption.</p><p>
Equal Opportunity Employer: APLA Health is an Equal Opportunity Employer.</p></div><p></p>

Contact Center Specialist

Northwest Bank

<div>NY0705 NY Region Business Office<p></p><p><b><br>
Job Description</b></p><p><b>
JOB SUMMARY</b></p><p>
The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center.</p><p></p><p>
This position is eligible for a shift differential.</p><p></p><p><b>
Essential Functions</b></p><ul><li>Meet productivity standards and complete work in a timely manner</li><li>Ensure compliance with scheduling requirements and attendance standards</li><li>Maintain client and Northwest confidentiality</li><li>Meet service level standards</li><li>Achieve Contact Center performance standards</li><li>Written correspondence proficiency, accurately and professional responding to customer inquiries</li><li>Perform office administration tasks</li><li>Serve as a Contact Center mentor to new hires</li><li>Serve as subject matter expert and answers peer inquires and client escalations</li><li>Back up Contact Center Supervisors as needed</li><li>Identify and resolve customer problems in an efficient manner</li><li>Gather and analyze information skillfully and develop alternative solutions</li><li>Manage difficult or emotional client situations</li><li>Respond promptly to client needs</li><li>Respond to requests and meet commitments</li><li>Speak clearly and persuasively in positive or negative situations</li><li>Educate clients and possess extensive knowledge of technical support of products and services</li><li>Approach others in a tactful manner and react well under pressure</li><li>Demonstrate accuracy and thoroughness</li><li>Look for ways to improve and promote quality</li><li>Demonstrate excellent listening and interpretative skills</li><li>Demonstrate ability to establish collaborative customer relationships in a fast paced environment</li><li>Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>Appropriate use of established call processes and procedures and scripts</li><li>Ability to troubleshoot online access issues</li><li>Answer customer chat, email and secure message requests in an efficient manner</li><li>Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner</li><li>Document results as instructed</li><li>Utilize cross selling efforts of products and services with clients</li><li>Provide solutions to clients based on their needs</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul><p></p><p><b>
QUALIFICATIONS</b></p><p>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p></p><p><b>
Education</b></p><p>
High School Diploma or equivalent preferred</p><p>
Associate's Degree preferred</p><p></p><p><b>
Work Experience</b></p><p>
Less than 2 years Banking/financial and contact center experience preferred</p><p>
Good technical experience preferred</p><p></p><p><b>
General Employee Knowledge, Skills, and Abilities</b></p><ul><li>Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li></ul><div></div><p><b>
Additional Knowledge, Skills and Abilities</b></p><p>
Ability to adapt to a quick changing environment</p><p>
Knowledge of Northwest products and services</p><p>
Knowledge of computer, mobile app and bill pay systems</p><p>
Knowledge and proficiency of debit and credit card systems</p><p>
Knowledge of Northwest&rsquo;s automated system</p><p>
Technological understanding of computers and online systems</p><p></p><p>
The pay range for this position is generally $18.50 to $21.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.</p><p></p><p>
All applicants will be screened; however, only those most closely matching the qualifications of the job posting will be contacted. You can check the status of your application by logging back into your account. We appreciate your interest in our position!</p><p></p><p>
#LI-EB1</p><p></p><p><br>
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</p></div>

Senior Contact Center Specialist

State of Vermont

<div><div><div><div><div><b>Overview</b></div>
</div><div><div>
Office of Child Support Contact Center Specialists require extensive customer service skills including patience, empathy, de-escalation skills and the ability to multitask proficiently withinmultiple computer systems simultaneously to deliver information in an accurate and professional manner while documenting cases appropriately. The position may encounter angry and emotional customers.</div><br>
<div></div>
<div>
This position will:</div>
<ul>
<li>Assist customers in processing online payments.</li>
<li>Advise custodial parents, generally, on procedures for securing or enforcing child support orders, non-custodial parents on their payment obligations and assists employers with wage withholding, remittance and medical support instructions according to state and federal law.</li>
<li>Advise other OCS sections on needed adjustments of individual cases.</li>
<li>Assist the supervisor in providing training to new Contact Center Specialists.</li>
<li>Perform related duties as required.</li>
</ul></div></div><div><div><div><b>Who May Apply</b></div>
</div><div><div>
This position,<b> OCS Contact Center Specialist (Job Requisition #54663)</b>, is open to all State employees and external applicants.<br>
If you would like more information about this position, please contact Shannon Hill at shannon.hill@vermont.gov.<br>
Resumes will not be accepted via e-mail. You must apply online to be considered.</div><br>
<div></div>
<div>
AHS BACKGROUND CHECKS: Candidates must pass any level of background investigation applicable to the position. In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the exception of those who are current classified state employees seeking transfer, promotion or demotion into an AHS classified position or are persons exercising re-employment (RIF) rights.</div></div></div><div><div><div><b>
Class Definition</b></div>
</div><div><div>
The work of a OCS Contact Center Specialist impacts the lives of children and families across the State of Vermont and potentially nationally and internationally. The Office of Child Support is federally mandated to provide holistic, family-centered, trauma-informed services. Thus, in this role, impartiality, equity, empathy, and procedural justice are key. Furthermore, Child support law is challenging and ever-changing. It requires adaptability, openness and flexibility. This role includes Informational, problem solving, and crisis intervention work at a paraprofessional level for the Office of Child Support Services, Department for Children and Families of the Agency of Human Services. All employees of the Agency of Human Services adhere to four key practices: customer service, holistic service, strengths-based relationships and results orientation. Assist with the administrative duties of the unit. Assist the supervisor of the customer response unit and be available for questions from other representatives when the supervisor is unavailable. Duties are performed under the supervision of the Child Support Customer Services Supervisor.</div></div></div><div><div><div><b>
Environmental Factors</b></div>
</div><div><div>
Duties are performed in a standard office setting with most time being spent on the telephone. Conversations with hostile and emotionally distraught people may be expected.</div>
</div></div><div><div><div><b>
Minimum Qualifications</b></div>
</div><div><div>
Associate's degree in administration, business or office related fields.</div>
<div>
OR</div>
<div>
Completion of a vocational/technical training program in business, office occupations or related area AND one (1) year or more of office clerical experience INCLUDING record keeping or working with data bases AND one (1) year or more of direct client contact.</div>
<div>
OR</div>
<div>
Two (2) years or more of office clerical experience INCLUDING record keeping or working with data bases AND one (1) year or more of direct client contact.</div></div></div><div><div><div><b>
Total Compensation</b></div>
</div><div><div>
As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including:</div>
<ul><li>80% State paid medical premium and a dental plan at no cost for employees and their families</li>
<li>Work/Life balance: 11 paid holidays each year and a generous leave plan</li>
<li>State Paid Family and Medical Leave Insurance (FMLI)</li>
<li>Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan</li>
<li>Tuition Reimbursement</li>
<li>Flexible spending healthcare and childcare reimbursement accounts</li>
<li>Low cost group life insurance</li>
<li>Incentive-based Wellness Program</li>
<li>Qualified Employer for Public Service Student Loan Forgiveness Program</li>
</ul>
<div>Want the specifics? Explore the Benefits of State Employment on our website.</div></div></div><div><div><div><b>
Equal Opportunity Employer</b></div>
</div><div>The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State&rsquo;s employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.</div></div></div></div>

OCS Contact Center Specialist

<div>PA0740 Erie Contact Center<p></p><p><b><br>
Job Description</b></p><div><h2 class="jobSectionHeader"><b>
DESCRIPTION</b></h2></div><p></p><div><p>
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.</p><p>
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.</p><p>
Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</p><p></p><p><b>
ESSENTIAL FUNCTIONS:</b></p><ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul><p></p><p><b>
KNOWLEDGE, SKILLS, AND ABILITIES:</b></p><ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul><p></p><p><b>
QUALIFICATIONS:</b></p><p>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p></p><p><b>
Education:</b></p><ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul><p></p><p><b>
Work Experience:</b></p><ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul></div><p></p><p><br>
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</p></div>

Contact Center Specialist I

Hallmark University

<div>Description:
<p><b>
Job Details:</b></p><ul><li>
Contact prospective students via phone, email, and other communication channels.</li><li>
Deliver approved scripts and transfer interested prospects to Admissions Professionals.</li><li>
Build excitement and rapport with potential students while providing exceptional customer service.</li><li>
Document all prospect activity accurately in Campus Vue CRM.</li><li>
Meet or exceed productivity metrics through consistent outreach.</li><li>
Collaborate with a dynamic team and actively participate in our student mentor program.</li></ul><p><b>
Skills &amp; Attributes:</b></p><ul><li>
Outstanding communication skills (phone and face-to-face).</li><li>
Highly organized and detail-oriented.</li><li>
Proficient in MS Office (Excel, Outlook, PowerPoint, Word).</li><li>
Motivated, adaptable, and passionate about student success.</li></ul>
Requirements:
<p><b>
What We&rsquo;re Looking For:</b></p><p><b>
Required:</b></p><ul><li>
High School Diploma.</li><li>
Excellent attendance and customer service skills.</li><li>
Ability to work afternoons, evenings, and occasional Saturdays.</li></ul><p><b>
Preferred:</b></p><ul><li>
Associate Degree or higher.</li><li>
Call center and/or sales experience.</li></ul><p><b>
Why Hallmark University?</b></p><p>
Be part of a mission-driven institution focused on transforming lives through education.</p><p>
Participate in our Hallmark Character Program, promoting core values and integrity.</p><p>
Work in a collaborative, supportive environment that values your growth.</p><p><b>
About Hallmark University</b></p><p>
Hallmark University is a nonprofit university offering degrees in Aviation Maintenance, Information Technology, Cyber Security, Business, and Nursing.</p><p>
Ready to make a difference? Apply today and help students take the first step toward their future!</p></div>

Admissions Contact Center Specialist

VIA LINK

<div><p><b>Company Statement
</b></p><p><b>VIA LINK</b> is a 501(c)3 nonprofit organization that provides a range of services to the people of Louisiana. We provide emotional support to those in crisis, help people connect with critical services, give suicide intervention, offer referrals to community resources and more. These services are provided over phone, text, and online chat services 24/7, 365 days a year. VIA LINK VIDEO LINK</p><p><b>
Overview</b></p><p><b>
VIA LINK is looking for Full-Time Remote Contact Center Specialists. Part-Time employment may be considered, but the Candidate must be able to attend our full time training schedule (7 consecutive weeks of training working 32-40 hours a week). Training is set to start April 27th and end June 13th.
</b></p><p><b>We are hiring for both full-time and part-time positions to support our 24/7, 365 contact center operations. Available shifts include weekday evenings (Monday&ndash;Friday, 3:00 PM&ndash;11:00 PM CT), overnight shifts (11:00 PM&ndash;7:00 AM CT), and weekends (7:00 AM&ndash;3:00 PM CT, 3:00 PM&ndash;11:00 PM CT, and 11:00 PM&ndash;7:00 AM CT).</b></p><p><b>
Common shifts are typically 6 to 8 hours and vary between phone or text/chat shifts. You will work a set and consistent schedule </b><b><i>after the full time training</i></b><b>. Scheduling options will be provided to you at the assessment stage of the interview process. Full time staff members are scheduled for a minimum of 32 hours per week and part time staff are scheduled for no more than 30 hours a week.
</b></p><p><b>***Weekday and weekend availability REQUIRED. </b>Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during natural disasters affecting the state of Louisiana, and on occasional holidays, as part of a team rotation. Specialists will receive extensive training in crisis counseling, informationreferral, and suicide prevention. Specialists will be trained to answer inquiries via phone, text and chat.
</p><p></p><p><b>Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy. The PRIMARY DUTIES of a Contact Center Specialist include:</b></p><ul><li>
Understanding and following all established procedures and recognized best practices;</li><li>
Employing active listening techniques to assist callers in de-escalating from mental health issues/concerns;</li><li>
Providing appropriate response to caller needs by following the VIA LINK crisis intervention model;</li><li>
Providing critical resources and support to individuals in crisis;</li><li>
Following all VIA LINK contact center procedures and personnel policies;</li><li>
Accurately completing call reports and contact documentation at the end of each call and shift;</li><li>
Working occasional holidays and unscheduled hours as needed;</li><li>
Working effectively as part of a team;</li><li>
Actively participating in required trainings in order to support individual professional development and the integrity of agency programs;</li><li>
Protecting confidentiality of agency location, software, records, etc.;</li><li>
Troubleshooting minor tech issues, as this is a remote, computer-based position.</li></ul><p><b>
Qualifications:
</b></p><p><b>Minimum 6 months related experience preferred. Prior Social Service experience preferred. </b>Contact Center Specialists are required to interact with a broad range of callers. Therefore, the following skills and proficiencies are also essential requirements of the position:</p><ul><li>
Ability to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the two.</li><li>
Reliable laptop/computer with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via web-based video conferencing). Upon completion of training, staffed Specialists will be issued an agency laptop for continued work.</li><li>
Have a private and confidential space to conduct work.</li><li>
Excellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databases.</li><li>
Excellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisors.</li><li>
Excellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitude.</li><li>
Must be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callers.</li><li>
Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practices.</li><li>
Collaborate well with others.</li></ul><p><b>
Preferred Qualifications:</b></p><ul><li>
Bilingual: Spanish or Vietnamese</li><li>
Bachelor's or Master's degree in a human service field</li><li>
Familiarity with Gmail and Google Drive</li></ul><p><b>
Hourly Pay Rate</b><b>: </b>$17.25 (an extra $2 per hour added to those that work overnight hours from 11pm-7am CT).
</p><p><b>Training:</b> Incoming Specialists will be required to complete a two month introductory training period. Candidates are required to attend all training shifts over the course of 7 consecutive weeks, working 32-40 hours a week while in training. A complete training schedule will be provided to qualifying candidates.
</p><p><b>EEO Disclaimer</b></p><p>
VIA LINK is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.</p></div><p></p>

Remote Crisis Contact Center Specialist

<div>NY0705 NY Region Business Office<p></p><p><b><br>
Job Description</b></p><div><p><b>
Start Your Career Where Support Meets Opportunity</b></p><p>
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in <i>you</i>. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.</p><p></p><p>
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.</p><p></p><p>
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.</p><p></p><p>
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.</p><p>
Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</p></div><p></p><div><p><b>
ESSENTIAL FUNCTIONS:</b></p><ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul><p></p><p><b>
KNOWLEDGE, SKILLS, AND ABILITIES:</b></p><ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul><p></p><p><b>
QUALIFICATIONS:</b></p><p>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p></p><p><b>
Education:</b></p><ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul><p></p><p><b>
Work Experience:</b></p><ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul><p></p><p><b>
COMPENSATION:</b></p><p>
The pay range for this position is generally $16.50 to $18.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.</p><p></p><p>
#LI-EB1</p></div><p></p><p><br>
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</p></div>

Contact Center Specialist - Buffalo, NY

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