Call Center Specialist - Onsite Frankfurt, KY

Candidates local to Kentucky and Tennessee preferred.

Introduction:

We are a leading, national consulting firm that provides compassionate, full-spectrum emergency management services including planning and preparedness, response, recovery, and mitigation services to the public and private sectors before, during and after a natural disaster or catastrophic event.

Our mission is to provide compassionate consulting services to local, state, federal, and industry clients, active in disaster response, recovery, and preparedness. We will be on time, on target, and on budget with the services aligned to the evolving threats and hazards facing our nation.

Position Summary:

• Job Title: Call Center Specialist
• Full-Time or Part Time: Full Time
• Temporary/Seasonal/Regular: Temporary
• Compensation: $25-$28/Hour
• Benefits Summary: No Benefits except where required by law.
• Locations: Some positions onsite reporting daily in Frankfurt, KY, and some remote in time zones for Tennessee and Kentucky
• Travel: Up to 25% travel/deployment and on-site work possible.

Mission of Role/Position Summary
The Call Center Specialist will be part of a team of knowledgeable, compassionate, and helpful allies for our clients. This position will support our call centers with compassionate and timely inbound and outbound disaster communication. The Call Center Support Specialist will be a dedicated team member providing critical information to support our client’s needs. The specialist will provide general communication for homeowner debris/recovery questions and answers. This role will support our clients and become a subject matter expert and maintain knowledge of emergency response efforts.

Tasks, Duties and Responsibilities

Reasonable accommodation will be made to enable individuals with disabilities to perform the following essential functions.

• Email correspondence, monitor case management queues, and provide outbound follow-up.
• Take disaster survivor calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving the callers, offering assistance and support.
• Guide callers through troubleshooting, navigating the resource sites or filling out applicable forms.
• Provide technical assistance or record relevant information in the appropriate tool.
• Collaborate with other call center professionals to improve service level, provide answers or be a resource.
• Help to train new employees when applicable.
• Contribute to a positive and professional remote team environment.
• Respond to voicemails, emails, and make outbound calls as needed.
• Stay up to date with articles, current events and other knowledge relating to the disaster response.
• Maintain reliability for schedule shifts, respond efficiently and effectively to caller inquiries.
• Communicate and escalate concerns to leadership. Show strong follow through for unknown topics.

Knowledge, Skills, and Abilities:

• Strong communication, both written and verbal.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude. Ability to always de-escalate and remain calm.
• Strong time management and organizational skills.
• Adaptability and flexibility. Experience dealing with ambiguous situations.
• Comfortable working in fast-paced environments.
• Troubleshooting skills, either basic or advanced, depending on the role and industry.
• Computer proficiency. Ability to utilize Microsoft Office/Teams proficiently.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Ability to learn and maintain in-depth knowledge on company or services.
• Must have sufficient computer to download call center application/program, and viable headset or earbuds with a microphone.

Expected Hours of Work:

Schedule may vary. Work on evenings and weekends may be required. Dependability and punctuality are paramount.

Physical Demands

• Requires being available and online during your call center shift.
• May require long hours at a computer screen and on the phone.
• Ability to communicate clearly verbally and hear callers with or without an accommodation.
• Extensive listening, writing and monitoring computer screen.

Working Environment:

• All ACDC positions are remote work site positions with the home location agreed u