Customer Service Representative Job at Robert Half in East Syracuse

We are seeking a Customer Service Representative to join our team based in EAST SYRACUSE, New York. This role is within the non-profit sector, where you will be the first point of contact for individuals seeking assistance with a selection of social services and community resources. As a Customer Service Representative, you will be pivotal in delivering accurate information, support, and referrals to those who call in need.

Responsibilities:

• Respond to incoming 988 chat and texts via the Unified Platform, with compassion and in accordance with the organization’s training and scope
• Place outbound messages and follow-up texts as scheduled
• Provide emotional and crisis intervention support, using established protocols to de-escalate and make appropriate connections to community safety net programs
• Complete suicide screenings, assessments, and safety plans for all 988 contacts in accordance with 988 Lifeline Suicide Safety Policy
• Assess visitors' needs, navigate web-based databases, and provide appropriate information and referrals to appropriate community resources, as needed
• Provide support with contacting emergency services for visitors requiring emergency assistance
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating on monitored chat and text interactions
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned

• Prior experience of at least one year in a customer service role
• Proficiency in answering inbound calls and managing inbound-outbound calls
• Demonstrable experience in call center customer service
• Strong skills in customer service and customer relationship management
• Proficiency in data entry with strong attention to detail
• Excellent email correspondence skills, with an emphasis on clarity and professionalism
• Familiarity with the non-profit sector is desirable but not mandatory
• Ability to handle multiple tasks simultaneously and prioritize accordingly
• Excellent interpersonal and communication skills
• High school diploma or equivalent educational qualification is required