call center resource navigator.

Are you a compassionate and empathetic individual with excellent communication skills? Do you want to help people connect with vital resources and information? Join our team as a 211 Resource Navigator and be the heart of our service! As a Resource Navigator, you'll be the first point of contact for individuals seeking assistance. You'll assess their needs, provide thorough and appropriate referrals to human service agencies, and follow up to ensure they receive the support they need. You'll handle inquiries via phone, text, chat, and email, always maintaining complete confidentiality and adhering to HIPAA compliance. What We're Looking For:

• High School Diploma or GED equivalent
• At least two (2) years of customer service experience
• Ability to calmly handle high-volume calls with dignity and respect
• Minimum typing speed of 40 words per minute
• Comfort with technology, including multiple screens and Microsoft Office products
• Excellent verbal and written communication skills
• Ability to obtain Inform USA certification upon eligibility

If you're passionate about helping others and meet these qualifications, we encourage you to apply!

salary: $15 - $16 per hour
shift: First
work hours: 8 AM - 12 AM
education: High School

Responsibilities

• Respond to inbound communications (phone, text, email, chat)
• Provide thorough and appropriate referrals, information, and intervention services
• Assess caller needs and engage in collaborative problem-solving to develop action plans without offering advice or opinions
• Meet all production, quality, and adherence standards (including Inform USA and HIPAA)
• Attend all required training and meetings
• Elevate issues to supervision as appropriate
• Maintain accurate records in the CRM system, including timekeeping
• Work effectively with difficult callers or calls using accepted techniques
• Provide appropriate intervention for crisis/suicide calls following policies and procedures
• Provide follow-up and advocacy services as necessary
• Handle contacts for up to 20 special projects with diverse workflows
• Maintain knowledge of over 6 different systems, including telephony, workforce management, text, chat, and CRM

The essential functions of this role include:

working weekends

Skills

Call Center

Call Center Support

Telephone Etiquette

Empathy

Interpersonal Sensitivity

Typing Skills

CRM

Basic Computer Skills

Qualifications

Years of experience: 1 year

Experience level: Entry Level

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.