Position Description:

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) vision of ending unemployment. 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:

Financial – Sustains growth through financial stewardship & fiscal responsibility.

• 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.

Customer & Community – Collaborates with customers to understand and deliver according to customer’s needs & expectations.

• Partners with Contact Center leadership to ensure the delivery of 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.

Operational Excellence – Implements strategies to maximize resources and infrastructure.

• Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other job search related activities.
• 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.
• Properly directs inbound calls to appropriate internal teams and departments.
• Escalates customer issues to supervisor when necessary.

Team Goodwill – Promotes a culture that embraces growth & development to meet the needs of our team.

• Assists in Career Centers, as needed.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma or GED required
• Two (2+) years fostering customer relationships or call center experience, Social Service or Career Services experience, preferred
• One (1) year prior experience in using databases required
• Demonstrated high level of detail orientation, professionalism and business acumen
• 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

Reasonable Accommodation Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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 (Immediate participation upon hire)
• 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!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location

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