United Way of the Midlands
211 Appointment Scheduler - Seasonal
United Way of the Midlands, Omaha, Nebraska, us, 68197
Organization:
United Way of the Midlands
Job Title:
211 Appointment Scheduler
Department:
211 Helpline
FLSA Status:
Full Time, Non-Exempt, Seasonal
Location:
Omaha, NE, on-site
UWM's Mission: To UNITE our community's CARING SPIRIT to build a STRONGER tomorrow.
UWM Guiding Principles:Build
TRUST
in everything we doExtend
GRACE
by thinking beyond yourselfShow
GRIT
by bringing it every dayBe
OPEN
to embrace others' differencesActively
ENGAGE
by listening and sharingLive
CURIOUSLY
to learn constantlyWith a 100-year heritage of helping others, United Way of the Midlands (UWM) has evolved to meet the ever-changing needs in our community. We invest in more than 100 local nonprofit agencies and provide direct services, such as 211 and JAG Nebraska, to address social and economic disparities and meet community members' essential needs. As needs have continually evolved over the years, we have focused resources and expanded the network of organizations we support - while also mobilizing people and resources in times of economic crisis, health emergencies, and natural disasters.
The 211 Appointment Scheduler is responsible for responding to individuals in need of scheduling tax appointments through multiple channels of communication.
Monday - Friday 8:00am - 5:00pm (hours vary)
Duties and Responsibilities:
Answer phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.Maintain a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.Identify and reflect the feelings of callers in crisis.Assess the clients' needs or situation using pertinent questions and the principles of active listening.Advocate for clients when appropriate.Request statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.Record clients' information into the call center database, and provide referrals to the appropriate resources as needed.Access the 211 database for resources and appropriately refer clients.Maintain an acceptable level of call handling and customer service performance as described by the 211 training standards.Complete all training for new programs and services related to 211 and provide feedback as needed.Required Skills and Abilities:
High level of professionalism, confidentiality and capacity to work independently.High level of written and verbal communication skills with attention to detail and organization.Demonstrate proficiency in using call center software, computer hardware and telephone equipment.Ability to work alternative schedules and demonstrate flexibility in times of disaster.Engage in and maintain knowledge of UWM programs and strategies.Proactive in engaging in or seeking out self-learning opportunities.Ability to work effectively as a team member and assist other staff members willingly.English proficiency sufficient and bilingual preferred for communication with supervisors, co-workers, clients, and customers.Knowledge of MS Office Outlook, Excel, Access, and Word Processing software.Supervisory Responsibilities:This job has no supervisory responsibilities.
Education and/or Experience:
Associate's degree (preferred) from a two-year College or University and/or one to two years of related experience in Contact Center or Customer Service.Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.Regularly reach with hands and arms and talk or hear.Occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl.Must occasionally lift and/or move up to 10 pounds.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Benefits:
Company-paid holidays
United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Pay Range:
$16 - $17 per hour
United Way of the Midlands
Job Title:
211 Appointment Scheduler
Department:
211 Helpline
FLSA Status:
Full Time, Non-Exempt, Seasonal
Location:
Omaha, NE, on-site
UWM's Mission: To UNITE our community's CARING SPIRIT to build a STRONGER tomorrow.
UWM Guiding Principles:Build
TRUST
in everything we doExtend
GRACE
by thinking beyond yourselfShow
GRIT
by bringing it every dayBe
OPEN
to embrace others' differencesActively
ENGAGE
by listening and sharingLive
CURIOUSLY
to learn constantlyWith a 100-year heritage of helping others, United Way of the Midlands (UWM) has evolved to meet the ever-changing needs in our community. We invest in more than 100 local nonprofit agencies and provide direct services, such as 211 and JAG Nebraska, to address social and economic disparities and meet community members' essential needs. As needs have continually evolved over the years, we have focused resources and expanded the network of organizations we support - while also mobilizing people and resources in times of economic crisis, health emergencies, and natural disasters.
The 211 Appointment Scheduler is responsible for responding to individuals in need of scheduling tax appointments through multiple channels of communication.
Monday - Friday 8:00am - 5:00pm (hours vary)
Duties and Responsibilities:
Answer phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.Maintain a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.Identify and reflect the feelings of callers in crisis.Assess the clients' needs or situation using pertinent questions and the principles of active listening.Advocate for clients when appropriate.Request statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.Record clients' information into the call center database, and provide referrals to the appropriate resources as needed.Access the 211 database for resources and appropriately refer clients.Maintain an acceptable level of call handling and customer service performance as described by the 211 training standards.Complete all training for new programs and services related to 211 and provide feedback as needed.Required Skills and Abilities:
High level of professionalism, confidentiality and capacity to work independently.High level of written and verbal communication skills with attention to detail and organization.Demonstrate proficiency in using call center software, computer hardware and telephone equipment.Ability to work alternative schedules and demonstrate flexibility in times of disaster.Engage in and maintain knowledge of UWM programs and strategies.Proactive in engaging in or seeking out self-learning opportunities.Ability to work effectively as a team member and assist other staff members willingly.English proficiency sufficient and bilingual preferred for communication with supervisors, co-workers, clients, and customers.Knowledge of MS Office Outlook, Excel, Access, and Word Processing software.Supervisory Responsibilities:This job has no supervisory responsibilities.
Education and/or Experience:
Associate's degree (preferred) from a two-year College or University and/or one to two years of related experience in Contact Center or Customer Service.Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.Regularly reach with hands and arms and talk or hear.Occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl.Must occasionally lift and/or move up to 10 pounds.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Benefits:
Company-paid holidays
United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Pay Range:
$16 - $17 per hour