Call Center Specialist

Overview

Call Center Specialist role at Senior Solutions Vermont (Council on Aging for Southeastern Vermont).

Base pay range: $19.00/hr - $21.00/hr

• Coordinate incoming calls and walk-in needs with Help Line team members to ensure effective and efficient delivery of services
• Maintain up to date knowledge of available resources and services to facilitate appropriate referrals
• Complete effective assessments of caller needs and work with clients to assist with decision making and understanding their future needs and options
• Provide 3
  
  Squares application assistance and submit to Department of Child and Family Services (DCF) and assist with other public benefits
• Complete Medicare drug plan comparisons during the Medicare open enrollment period and at other times throughout the year, as needed
• Complete the annual 2-1-1 review of Senior Solutions’ programs
• Maintain and disseminate an up-to-date version of the “cheat sheet,” which is used throughout Senior Solutions and partner agencies
• Complete options counseling training; provide options counseling services to clients as needed
• Complete trainings as assigned by manager and other agency leadership
• Effective and accurate data entry into Peer Place, which includes caller information and information and statistics used in reporting
• Work well with Senior Helpline Team, senior management, administrative staff, and contractual agencies to resolve client problems and technical database issues within appropriate time frames when possible
• Attend monthly 3
  
  Squares workgroup meetings
• Screen ongoing flow of information related to new and changing programs and resources

All other duties as assigned.

• Bachelor's degree, preferably with a human service orientation, with at least two years of social service or related experience. A combination of education and/or experience from which comparable knowledge and skills are acquired may be substituted for the degree requirement.
• Strong telephone experience, with use of conferencing with state and local partnering agencies.
• Experience working with elders and younger people with disabilities preferred.

• Adept at working in coordination as part of a team
• Be comfortable asking callers open-ended questions, and able to foster self-empowerment
• Ability to communicate effectively on the telephone, in person, and in writing with elders, people with disabilities, families, caregivers, provider agencies, and Senior Solutions field staff
• Strong computer skills, with a high degree of proficiency in the use of phone and computer simultaneously for data entry
• Ability to learn new skills quickly, with a high degree of comfort working with and maintaining complex databases and phone systems
• Capacity to understand technical user problems that arise within computerized databases and work to resolve these problems with others
• Comfortable with change in assignments
• Excellent organizational skills and ability to effectively manage a large, fast-paced workload with frequent interruptions
• Active listening, mediation and negotiating skills
• Have a strong understanding of the need to ask questions and seek guidance as needed
• Ability to be assertive and use sound judgment in dealing with difficult and stressful situations
• Ability to learn and work with complex written regulations
• Ability to understand the need for privacy and to maintain client confidentiality

• Travels to meetings and to visit with direct reports or recipients. Must have a valid driver’s license and access to reliable transportation
• Ability to occasionally lift and/or carry objects weighing up to 25 pounds
• Work environment involves minimal exposure to physical risks
• Recordkeeping and administrative work are normally performed in a typical interior/office work environment

• Agency-paid contribution to health insurance with a generous HRA and fully paid single dental insurance
• Exceptional paid time off package with vacation, sick, personal time, volunteer time, and paid holidays
• Hybrid opportunities after training
• Fully paid life, long-term disability, Employee Assistance Plan
• Low-…