Customer Service Representative - Helpline Part Time

About the role

We need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others.

Responsibilities

• Answer and manage high volume of incoming calls professionally and efficiently
• Provide accurate information about Gaudenzia's programs and services
• Direct callers to appropriate departments or resources
• Address and resolve customer service inquiries and concerns
• Maintain detailed call logs and documentation
• Follow up on pending inquiries and service requests
• Coordinate with internal departments to resolve complex issues
• Maintain confidentiality in accordance with HIPAA regulations
• Support crisis call management by directing emergency calls to appropriate resources
• Handle customer feedback and complaints with professionalism and empathy
• Document all customer interactions in CRM system accurately and thoroughly
• Participate in regular team meetings and training sessions
• Contribute to continuous improvement initiatives
• Generate daily, weekly, and monthly performance reports
• Maintain updated knowledge of all programs, services, and policies
• Aid in developing and updating standard operating procedures
• Participate in quality assurance reviews and feedback sessions
• All other duties as assigned

Requirements

• High school diploma or equivalent required; Associate's degree preferred
• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi-line phone systems
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Qualifications

• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi-line phone systems
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Skills, Knowledge, And Abilities

• Exceptional interpersonal and communication skills
• Strong problem-solving abilities
• Empathetic and patient demeanor
• Excellent organizational and multitasking abilities
• Detail-oriented with strong documentation skills
• Cultural competency and sensitivity
• Ability to work independently and as part of a team
• Strong time management skills
• Adaptability to changing priorities
• Resilience in handling challenging situations

Working Conditions

• Full-time position (40 hours/week)
• May require flexible scheduling including evenings or weekends
• Office/call center environment
• Extended periods of sitting and computer use
• Fast-paced, metric-driven environment
• Regular performance reviews and coaching sessions

Professional Development

• Ongoing training in customer service best practices
• Substance use disorder awareness and sensitivity training
• Career advancement opportunities
• Educational assistance to help you grow with us in this life saving field!

What We Offer

• Competitive Pay
• Excellent Benefits
• On The Job Training
• Upward mobility
• Educational assistance to help you grow with us in this life saving field!

Our Agency

• Committed to the principles of equal employment
• Grounded in fairness, transparency, and merit
• Uses consistent and clear evaluation criteria to support objective decision-making
• Dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.