Assistant, Helpline

Responsibilities

• Answer Quitline inbound calls in a professional and helpful manner; building rapport with callers by displaying an engaging, kind and helpful attitude.
• Provide outstanding service to callers/visitors – either over the phone or in person.
• Aid callers by providing information, answering questions and/or directing calls/inquiries as necessary.
• Create forms, reference codes and maintain tracking system for referral partner program.
• Identify and/or escalate issues for resolution.
• Complete calls or requests in a manner that maintains quality and quantity.
• Make outbound phone calls in response to any inquiries, questions or other follow up.
• Perform data entry into the Salesforce CRM system.
• Follow Quitline protocol on all responses. Assist in assembling and mailing appropriate requested material.
• Provide any other support as needed to teams, departments, managers and other staff.

Qualifications

• High School Diploma or GED.
• Previous experience as a customer service rep, receptionist, call center agent, data entry clerk, or another similar role (fast-paced environment).
• Ability to communicate effectively on the telephone and demonstrate good customer service.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Solid organizational and time management skills.
• Detail oriented and accurate with deadline sensitive goals and objectives.
• Ability to work 9 am – 4:30 pm (35 hour work week).
• Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
• Knowledgeable in Microsoft Word, Excel, Power Point and Outlook.
• Good typing skills.
• Familiarity with CRM systems and practices.
• Hold valid driver's license and be able/willing to attend events as requested. (Travel/mileage reimbursed according to ALA policy).
• Ability to lift and carry 25 lbs.

Pay

The target hiring range for this position is between $35,000 and $36,000 per annum.

Benefits

• Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year.
• We also offer Paid Parental Leave for eligible employees.
• Insurance - Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.
• Employees will be enrolled in company-paid life/AD&D and long-term disability Insurance coverage.
• Retail Plan - Eligible employees can participate in our 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.