Essential Functions of the position are detailed below, and include any physical requirements below that.
1. Responsible for answering high-volume calls, received through the three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial or non-financial needs;
2. Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources;
3. Treats each caller with professionalism and compassion;
4. Adheres to departmental scripts and protocols when processing client intakes, including but not limited to: following crisis handling procedures, active listening, speaking clearly and leading the calls;
5. Informs supervisor of any calls that need to be escalated and/or service delays so that proper follow-up with external agencies can occur;
6. Maintains up-to-date and accurate client information, departmental files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all relevant regulatory, licensing or accrediting bodies in the course of performing job expectations;
7. Handles all calls in an efficient, prompt, professional and accurate manner and asks for guidance, when necessary;
8. Knows and complies with the laws and regulations relevant to the position and services.

PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.

X Kneel and move from sitting, bending, kneeling or standing multiple times a day.
X Push and pull objects up to 25 pounds.
X Climb up and down up to 3 flights of stairs at a time.
X Lift up to 25 pounds.
Additional Requirements:

Other Requirements Comply with program and/or Agency requirements related to (check all that apply).
X Background check, including any program specific requirements.
Physical examination
Drug Testing
TB Testing
Driver's License and reliable transportation
Agency-specified automobile insurance
Additional Requirements:

Immediate Supervisor: Call Center Supervisor
Directly Supervises: N/A
Indirectly Supervises: N/A

Education and Experience Requirements:

Relevant Education:
Preferred: Bachelor's Degree
Minimum: Associate's Degree

Relevant Experience:
Preferred: 3+ years of call-center experience
Minimum: 1-2 years of customer service experience

Certification/Licensure:
Preferred: Alliance Information Referral Systems (AIRS) Certification Bilingual Speaking Skills (English/Spanish)
Minimum: Must acquire AIRS certification within first year of hire date