Customer Service Representative - Helpline- Full Time

We need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others.

Gaudenzia’s Mission: Gaudenzia’s Mission is to promote long-term recovery by providing comprehensive treatment and support to people with substance use disorder, co-occurring mental health disorders, and related conditions, regardless of individual circumstances.

MINIMUM REQUIREMENTS

Education & Experience:

Required Qualifications Required Qualifications

• High school diploma or equivalent required; Associate’s degree preferred
• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi-line phone systems
• Ability to maintain composure in challenging situations
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Preferred Qualifications

• Experience in healthcare or behavioral health settings
• Bilingual capabilities (Spanish/English)
• Knowledge of substance use disorders and recovery
• Experience with electronic health records systems
• Crisis management experience
• Bachelor’s degree in related field
• Call center certification or relevant industry certifications

Key Responsibilities Customer Service Operations

• Answer and manage high volume of incoming calls professionally and efficiently
• Provide accurate information about Gaudenzia’s programs and services
• Direct callers to appropriate departments or resources
• Address and resolve customer service inquiries and concerns
• Maintain detailed call logs and documentation
• Follow up on pending inquiries and service requests
• Coordinate with internal departments to resolve complex issues
• Maintain confidentiality in accordance with HIPAA regulations
• Support crisis call management by directing emergency calls to appropriate resources
• Handle customer feedback and complaints with professionalism and empathy

Administrative Duties

• Document all customer interactions in CRM system accurately and thoroughly
• Participate in regular team meetings and training sessions
• Contribute to continuous improvement initiatives
• Generate daily, weekly, and monthly performance reports
• Maintain updated knowledge of all programs, services, and policies
• Assist in developing and updating standard operating procedures
• Participate in quality assurance reviews and feedback sessions
• All other duties as assigned

SKILLS, KNOWLEDGE, AND ABILITIES

Performance Standards

• Maintain average call handling time of 5-7 minutes per call
• Achieve and maintain customer satisfaction (CSAT) score of 75% or higher
• Meet Net Promoter Score (NPS) targets of 50+
• Maintain average team wait time under 10 seconds
• Achieve first call resolution rate of 80% or higher
• Maintain call quality scores of 90% or above
• Complete all required documentation within established timeframes
• Maintain average after-call work time under 30 seconds
• Achieve monthly call volume targets as established by management
• Maintain attendance and schedule adherence rate of 95% or higher

Skills & Competencies

• Exceptional interpersonal and communication skills
• Strong problem-solving abilities
• Empathetic and patient demeanor
• Excellent organizational and multitasking abilities
• Detail-oriented with strong documentation skills
• Cultural competency and sensitivity
• Ability to work independently and as part of a team
• Strong time management skills
• Adaptability to changing priorities
• Resilience in handling challenging situations
• Technical Requirements
• Proficiency in call center software and telephony systems
• Experience with CRM platforms and databases
• Knowledge of performance monitoring tools
• Ability to navigate multiple computer applications simultaneously
• Familiarity with quality monitoring systems
• Understanding of call center metrics and KPIs

Working Conditions

• Full-time position (40 hours/week)
• May require flexible scheduling including evenings or weekends
• Office/call center environment
• Extended periods of sitting and computer use
• Fast-paced, metric-driven environment
• Regular performance reviews and coaching sessions
• Professional Development
• Ongoing t…