Robert Half is hiring: Customer Service Representative in East Syracuse

We are offering a long term contract employment opportunity for a Customer Service Representative in the non-profit industry, located in EAST SYRACUSE, New York. As a part of our team, you will be handling incoming calls from individuals navigating suicidal or mental health crises, providing empathetic listening, collaborative problem-solving, and safety planning.

Responsibilities

• Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
• Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs
• Maintain up-to-date knowledge of available resources and services within the community
• Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol
• Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs
• Provide critical service status information as part of community disaster response
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• 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

• Minimum of 1 year of experience in a customer service role, preferably within the non-profit sector
• Proficiency in answering inbound calls, managing high call volumes efficiently and effectively
• Demonstrated experience in a call center environment, providing exceptional customer service
• Strong data entry skills with a focus on accuracy and attention to detail
• Excellent written communication skills, particularly in email correspondence
• Experience with both inbound and outbound calls, prioritizing tasks as needed
• A strong commitment to the mission and values of the non-profit sector
• Ability to handle difficult situations with tact and diplomacy, maintaining a high level of professionalism at all times
• Strong problem-solving skills and the ability to think quickly under pressure
• Ability to work well in a team environment, contributing to a positive and supportive work culture.