Service Center Representative

About the role

The Service Center Representative is the primary contact for inbound calls to Thresholds, routing calls to help ensure customer satisfaction and agency-wide intake for clinical services and acts as a resource for both internal and external callers. The role also provides clerical and/or administrative support to the Access and Implementation Program Director as assigned.

Essential Duties & Responsibilities

• In collaboration with the Program Director, utilizes the current system used by Thresholds for tracking metrics on inbound calls.
• Follows established procedures, accurately assigns wrap up codes to each call received.
• Manages the main Thresholds phone line, acting as the 'first point of contact' for customers contacting Thresholds.
• Must be able to redirect calls to the appropriate staff or team.
• Communicates with customers and agency staff with email, fax and other methods as needed.
• Provides excellent customer service to both agency staff, members and to individuals who are contacting Thresholds.
• Alerts the Program Director to any crisis or sensitive information so it can be handled expeditiously.
• Maintains a detailed understanding of the requirements for intake into the various programs at Thresholds; conducts screenings to determine eligibility.
• Provides clerical support to the Access & Implementation Department as directed.
• Independently provides accurate and timely information to your supervisors on all topics and issues related to the operation of the Service Center.
• Evaluates your job performance includes the quality and timeliness of your written work.

Marginal Duties & Responsibilities

• May be required to be responsible for maintaining confidential files including electronic records according to agency policy.
• May be required to organize records and projects in a systematic fashion.

Education

• A high school diploma or GED is required.
• An associates degree is desired.
• A bachelor’s degree is preferred.

Experience

• Five or more years of progressive clerical responsibilities are required.

Skills/Certifications

• Strong computer skills.
• Comprehensive knowledge of Microsoft Office products.
• Knowledge or learning other pertinent software products may be required.

Pay

Competitive pay - Pay Range: $19.00 - $21.00/hour
Based on education and experience
Generous PTO
Dental insurance, vision insurance, choice of 4 medical insurance plans
403(b) retirement plan with 3% employer match
Cell phone reimbursement (up to $50/month)
Robust employee assistance program (EAP)

Benefits

• Public service loan forgiveness
• Supervision for clinical licensure at no cost (LSW, LCSW, LPC, LCPC)

What Sets Thresholds Apart

Thresholds is a mission-driven agency with a deep commitment to fostering an environment where all feel valued and respected, a place where every employee can be themselves, thrive, and support the agency’s mission.