Customer Contact Specialist

3130 E Thomas Rd Phoenix Arizona, 85016,

Starting Pay :$18.75 Hourly

 

Position Description:

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' vision of ending poverty.  Serves internal and external customers remotely; via telephone, chat feature, email, and other electronic forms of communication. Conducts needs analysis of callers and refers them to the appropriate team, services, or events.

Essential Duties and Responsibilities:

• Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services.
• Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.
• Accurately tracks and reports defined metrics as requested by management.
• Provides excellent customer service to both internal and external clients.
• Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand appropriately. 
• Serves as a GCNA ambassador to the community.
• May partner with outside organizations to accomplish tasks.
• Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other job search related activities. 
• Assists the Retail Team through calling all frontline applicants, scheduling interviews for the stores, and letting them know more about what GCNA has to offer including skills training, employee engagement activities, Employee Assistant Program (EAP), etc., documenting and updating all interactions.
• Ability to meet monthly interview goals in a high volume, fast-paced environment through email campaigns and outbound calls.
• Supports all departments in any outreach or virtual needs.
• Conducts needs analysis of callers, identifying client talents and skills, and accurately refers them to available internal and external training, employment opportunities, services, or events.
• Maintains accurate records of daily activity and services provided, including but not limited to employment events, case notes, and support services assigned. 
• Virtually supports on-site and off-site events through outbound calls and outreach for GCNA and Mission Services events and trainings.
• Assists in collaborating with support areas (Asset Protection, Human Resources, Safety, Finance, etc.) to further business goals and ensure compliance with applicable policies, procedures, and regulations.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Backs-up other Team Members, as needed.
• May travel to other locations for training, as needed.
• Maintains regular and consistent in-person attendance.
• Performs other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma or GED preferred
• One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred
• Ability to multi-task and use multiple system and software applications in a fast-paced environment
• Demonstrated high level of detail orientation, professionalism and business acumen
• Ability to maintain confidentiality
• Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar
• Ability to speak and read English proficiently, Bilingual a plus
• Excellent internet navigation required
• Proficient in MS Office Suite and Google Drive
• Ability to pass a background check and drug screen, where applicable for position

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an