Customer Contact Specialist

3130 E Thomas Rd Phoenix Arizona, 85016,

Starting Pay :$20.00 Hourly

Position Description:

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' vision of ending poverty. Serves internal and external customers in multiple markets and servicing multiple business lines; via telephone, chat, video, email, and other electronic forms of communication. Conducts needs analysis for each caller and refers them to the appropriate team.

Essential Duties and Responsibilities:

• Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services. • Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment. • Accurately tracks and reports defined metrics as requested by management. • Provides excellent customer service to both internal and external clients. • Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand appropriately. • Serves as a GCNA ambassador to both internal and external customers. • May partner with outside organizations to accomplish tasks. • Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other career search related activities. • Supports all departments in any outreach or virtual needs. • Conducts needs analysis of callers, identifying client talents and skills, and accurately refers them to available internal and external training, employment opportunities, services, or events. • Maintains accurate records; daily calls/activities and services provided, including but not limited to employment events, case notes, and support services assigned. • Supports on-site and off-site events; assisting partner departments, outbound calls, Mission Services events/trainings, etc. • Assists in collaborating with support areas (Asset Protection, Human Resources, Safety, Finance, etc.) to further business goals and ensure compliance with applicable policies, procedures, and regulations. • Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation. • Provides support to other Team Members, as needed. • May travel to other locations, as needed. • Maintains regular and consistent in-person attendance. • Performs other duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma or GED preferred • Level One Fingerprint Clearance Card IVP Required • Veteran experience preferred • Ability to maintain confidentiality • One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred • Ability to have difficult conversations across multiple business lines and markets • Excellent internet navigation required with the ability to multi-task and use multiple system and software applications in a fast-paced environment • Ability to speak and read English proficiently, Bilingual a plus • Demonstrates high level of detail orientation, professionalism and business acumen • Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar • Proficient in MS Office Suite and Google Drive • Ability to pass a background check and drug screen, where applicable for position