Job description
Overview:
Gaudenzia’s Mission
Who You Are
You have excellent customer service and telephone etiquette, knowledge of office and clerical functions, (including Microsoft Word and Excel). You have the ability to:
1. Answer and direct new incoming calls accurately, with a sense of urgency and a pleasant demeanor.
What Gaudenzia Offers You:
Experience: At least 1 year of experience in a customer facing environment.
Picture Yourself At Gaudenzia as our Operator/Phone Specialist!
Gaudenzia is one of the leading organizations, providing substance use and mental illness treatment to thousands of impacted individuals on an annual basis! Here at Gaudenzia, we understand the complexities and the impact that addiction has on individuals, families and our communities and that is why we need you!
We are seeking someone to assist with answering (and the appropriate disposition) of all phone calls for one of our specific regions! The primary goal for this individual is to promptly, and pleasantly, answer the telephones, identify the primary goals of the caller, and provide a warm hand-off of that individual to their desired end within with region. As our organization continues to grow, and our services are needed now more than ever, we continue to need talent to help us meet the needs of our busy phone system. Join us and become a valuable contributor to our team!
This is an onsite position, no remote availability. Must be flexible to work all shifts, day shift, night shift, weekends and Holidays. 24 Hour Contact Center.
Gaudenzia’s Mission
Gaudenzia’s mission is to help individuals and families affected by drug and alcohol dependency, mental illness, and related conditions to achieve a better quality of life and become accountable individuals.
Who You Are
You have excellent customer service and telephone etiquette, knowledge of office and clerical functions, (including Microsoft Word and Excel). You have the ability to:
- Communicate effectively in an articulate, accurate and pleasant manner
- learn and master the phone system
- Identify a potentially difficult caller and de-escalate the situation with understanding, logic, professionalism and customer service.
- Successfully work with others from various cultures and backgrounds.
- Plan, organize and complete work assignments accurately.
What You'll Do At Gaudenzia
1. Answer and direct new incoming calls accurately, with a sense of urgency and a pleasant demeanor.
2. Manage warm hand-off calls from the region and connect them to their desired recipient with a pleasant demeanor
and focused on customer service.
3. Seek to understand callers intentions and appropriately connect them with the best possible solution be that the
HelpLine for treatment or an individual within the region.
4. Answer with a clear and pleasant greeting clearly identifying Gaudenzia and your first name.
5. Know how to work within the phone system efficiently and accurately – Zoom Phone products are used.
6. Run reports from the phone system to report on call volume, call disposition, and various metrics.
7. During low call volume time, perform light administrative work for the region or the marketing department that
could include but not limited to:
- Ongoing data collection
- Research online for referral sources
- Monitoring Gaudenzia’s reputation online
- Proof reading of marketing materials to be printed.
- Input of mail lists, meeting agendas, rosters, revising company documents etc.
8. Provide other duties as assigned
What Gaudenzia Offers You:
- An organization who’s committed to diversity, equity and inclusion as such efforts remain at the core of Gaudenzia’s values. We believe to be engaged, you must feel included and valued. Our diversity and inclusion committees meet frequently to ensure differences are valued and all employee’s voices are heard.
- Opportunity to work with professionals who effect lives daily, impactful projects and initiatives
- A rewarding career that does life saving work on a daily basis
- Competitive salary offering
- Strong support network
- Opportunities for growth and advancement within the clinical arena with a clearly defined career path
- Casual and innovative work environment with a career path for upward mobility
- Access to 100’s of trainings in a virtual environment by way of Relias learning Generous benefits package with some “free” and low-cost benefits for benefit eligible employees.
Benefits & Perks:
Medical, Dental (Free), Short-Term Disability Insurance (Free), Life Insurance (Free), Accidental Death & Dismemberment Insurance (Free), Vision Insurance, Various Supplemental Benefits (Aflac, Legal, Identity Theft & FSA), Generous Paid Time Off Accruals at 80 hours minimally during your 1st year of employment, Generous Vacation Accruals at 80 hours minimally during your 1st year of employment, Paid Holidays per calendar Year “10 annually”, Paid Bereavement Leave, Education Assistance Benefit (Tuition Reimbursement), Full reimbursement for the cost of professional license/certification renewals, 403(b) Retirement Plan with 5% Employer Match and Employee Assistance Program (24 hours/day, 7 days/week).
Qualifications:
Education/Training: High School Diploma or GED; Associate’s Degree preferred.
Experience: At least 1 year of experience in a customer facing environment.
We treat our employees well and offer tremendous growth opportunities. Challenging work pushes our people to be creative in a casual environment that is caring, fun, and collaborative. We believe that when you have smart, happy people working together you can produce something special. Gaudenzia is committed to a diverse and inclusive workplace. Gaudenzia is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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