Call Center Operator

About the role

MISSION STATEMENT Are you ready to give back to the community while pursuing your passion? For over 50 years, Acacia Network and its affiliates have been committed to improving the quality-of-life and wellbeing of underserved communities in New York City and beyond. We are one of the leading human services organizations in New York City and the largest Hispanic-led nonprofit in the State, serving over 150,000 individuals every year. Our programs serve individuals at every age and developmental level, from the very young through our daycare programs to mature adults through our older adults centers. Our extensive array of community-based services are fully integrated, bilingual and culturally competent.

POSITION OVERVIEW The Call Center Operator will be handling calls that provide and request information in regards to unit & client status. The operator will support the activities of an active call center in order to assist the people to obtain needed information and update electronic records. The operator will handle a high volume of calls. Must consistently display effective communication and interpersonal skills with all individuals to support their relationship with Acacia Network. Call Center Operators in a Transitional Housing setting operate on a 24/7 basis.

Responsibilities

• Collect and manage information in regards to the unit condition and status of all units in the Acacia Network Housing family portfolio.
• Act as liaison between DHS and Acacia Network Housing to coordinate flow of information internally and externally.
• Intake DHS calls; Liaise with DHS, Shelter Directors and other personnel.
• Update CARES daily facility rosters.
• Maintain electronic systems (CARES/Foothold) and accuracy at all times.
• Develop reports on status, progress, billing, and invoicing.
• Facilitate client transfer
• Resolve problems by clarifying issues and explore alternative solutions
• Monitor the receipt & delivery of client notices
• Sort and facilitate deliver of client mail and packages
• Communicate verbally and in writing to answer inquiries and provide information
• Maintain a high level professionalism/customer service

Requirements

• High School or GED required
• At least 1 year of Call Center experience
• Candidates must be able to multi task and be computer literate
• Knowledge of Electronic Records/CARES/Foothold/NextGen
• Experience with customer service and heavy phone usage is a must
• Empathic to multi-task in a fast paced office setting
• Spanish speaking and medical experience is a plus

Benefits

• Medical, dental, and vision coverage
• Generous paid time off, including vacation days and paid holidays
• Competitive salary