Description
Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit www.housingworks.org
Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.
Compensation: $17/hr.
Overview
We are seeking an energetic and reliable professional to join our team as a Call Center Representative. The successful candidate will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the managerial team when necessary. Our Call Center Representatives are often the first point of contact for customers’ product issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.
Responsibilities
- Answer incoming customer phone calls and take appropriate action for each call
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
- Attend mandatory training sessions to stay updated on product or company policy changes
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
- Input data into the company computer platform to keep each customer record updated
- Update client demographics including phone numbers, pharmacy, address, insurance
- Schedule, Reschedule, Cancel, Confirm appointments as necessary
- Create Telephone encounters and send to the appropriate staff within the different clinics
- Transfer telephone calls to appropriate staff as calls are answered
- Understands Housing Works programs (Health Homes, RAD, HR, CP)
- Be capable of managing large amounts or inbound and outbound calls in a timely manner
- Identify customers’ needs, clarify information, research every issue and providing solutions
- Scan clients’ documents in EMR system
