JOB TITLE: Bilingual Customer Service Agent
EMPLOYMENT TYPE: Full Time
SCHEDULED HOURS: 40 hours/week (Monday- Friday 8:30am-5pm) (some shifts 11:30am-8pm required)
PROGRAM: Triage Center
SITE LOCATION: Manchester, CT
PC#: 2402
OBJECTIVE OF POSITION:
The Customer Service Agent will provide telephonic customer service to individuals calling into CHR, including clients who are experiencing mental illness, addictions and or serious emotional disorders:
By:
- Answering all calls in a timely and professional manner.
- Triaging client calls to determine the appropriate level of care via telephonic assessment both internally at CHR and externally with other providers.
- Ability to respond to callers who may be in distress, agitated, have challenges in communicating, or may need triaged for crisis intervention.
- Coordinating referrals of clients to appropriate CHR services or external referrals as needed; includes crisis triage and interventions including dispatching emergency services and or mobile crisis response when appropriate.
- Accurately and efficiently documents call details in a variety of platforms to maintain compliance standards.
- Exhibiting effective communication, interpersonal and organizational skills in person and on the phone with the ability to multi-task within a fast-paced service environment.
- Demonstrating excellent active listening skills and the ability to work independently and with a team.
- Initiating contact with and consulting with relevant collaborative parties.
DUTIES & RESPONSIBILITIES:
- Consistently provide genuine, friendly, personable and professional service.
- Responsible for appointment scheduling and intake service coordination.
- Schedules clients with providers to help them access treatment in a timely fashion.
- Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
- Handle a high call volume in a fast-paced contact center environment.
- Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
- Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines.
- Communicate with a wide range of individuals from various backgrounds.
- With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
- Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
- Maintains documentation in compliance with agency and program standards.
- Ability to meet key performance metrics.
- Proactively resolve escalated customer issues.
- Goes above and beyond by advocating for every customer concern and request.
- Handle multiple responsibilities and balance customer priorities.
- Assist clients with general questions and requests for information.
- Provides excellent customer service to all clients and families.
- Provides culturally & linguistically appropriate customer service to clients, client’s families and collaborative partners with available interpretation services.
- Assist staff in promoting a recovery-oriented treatment environment.
- Participates in staff meetings, supervision, trainings and other meetings as assigned.
- May perform other assignments and duties as program and agency needs require.
QUALIFICATIONS:
Education: High School Diploma or equivalent required, bachelor’s degree preferred.
Experience: Minimum of 5 years of experience in a customer service-oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred. Bilingual (Spanish speaking) required.
COMPENSATION*:
Starting at $19.28/hr min., and up commensurate upon experience.
- Actual rates are determined at the time of offer and are based on relevant experience and internal equity, as well as adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked)
CHR is an equal opportunity employer, and we encourage all to apply.
Take the first step to a meaningful career and apply to CHR today!
EEO MINORITIES/WOMEN/DISABLED/VETERANS
Required
-
Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required.
Preferred
-
2-5 years of experience working in a call center environment preferred
Required
Preferred
Required
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
