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Full Job Description
Title: Call Center Specialist
Location: Remote
Languages: Fluency in English and Spanish required.
Church World Service (CWS) is a not-for-profit organization working to eradicate hunger and poverty and to promote peace and justice around the world. CWS does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability or veteran status in employment or in the provision of services.
CWS Asylum Services, part of the Immigration and Refugee Program, provides support to asylum seekers at the border through the support of local shelters, and nationally through the CWS Call Center, case management and legal services.
The primary purpose of this position is to connect immigrants across the United States with information and referrals to services and resources in their local communities. Immigrants, including asylum seekers, who call the CWS Call Center will be linked to local social service providers, legal service providers, and other resources. The Call Center Specialist will provide quality information and excellent customer service to all callers.
CWS seeks a motivated, flexible, service and advocacy-driven individual to serve as a Call Center Specialist. Technical, coordination and interpersonal skill sets are required. This individual must have the ability to work independently in a fast-paced environment and navigate challenging systems. Multi-tasking, customer service, and ability to navigate online research in a fast-paced environment are required.
Call Center Specialists will be speaking directly with immigrants and will be required to complete a background check, confidentiality agreement, training modules, and adhere to the CWS Code of Conduct.
Essential Duties:
- Answer calls through the CWS Call Center.
- Navigate online resource research quickly to respond to each caller’s unique needs.
- Refer callers to social services and legal services in their local communities.
- Utilize three-way calls if needed to ensure caller has been appropriately connected.
- Provide excellent customer service to every caller with professional and warmth.
- Have a demonstrated understanding of what resources asylum seekers are eligible for.
- Respond to emails through the CWS resource center.
- Use data management system to regularly collect data.
- Communicate as needed with legal and other community service providers across the US.
- Research and update resources regularly.
- Calmly and appropriately respond to safety and protection concerns that callers raise.
- Work closely with the Monitoring and Evaluation Coordinator to ensure data is tracked safely and effectively.
- Participate in regular coordination calls and trainings facilitated by CWS.
- Complete quarterly productivity and statistical reports for CWS.
- Other responsibilities as assigned.
Qualifications:
Experience:
Previous work experience with asylum seekers, refugees, or asylees preferred. Case management and/or social service experience is preferred. Customer service experience, particularly via phone, is preferred.
Education: Bachelor’s degree or equivalent professional experience.
Other Skills:
Strong computer literacy with knowledge of word processing and database applications. Ability to use standard office equipment in performing varied activities, including rapid online resource research while maintaining high levels of professionalism and customer service with callers. Attention to detail. Respect of confidentiality.
CWS offers a competitive benefits package that includes:
- 403 (b) Retirement Plan
- Medical, Dental and Vision Insurance
- Paid Time Off
- Life Insurance and AD&D
- Long Term and Short Term Disability
- Employee Assistance Program (EAP)
- Health Savings Account
- Flexible Spending Accounts
- Commuter Benefits