• Job Description

  Req#: 5000938367006

  Regular/Temporary

  Regular

  Job Description

  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

  Exempt/Non-Exempt

  Non-Exempt

  Salary

  $18.13

  Locations

  St. Mary of the Angels-104

• About the company

  Raising awareness for Catholic Charities of the Archdiocese of Chicago's food and nutrition programs.

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