Bilingual Call Center Representative

Responsibilities:

• Respond to public inquiries regarding community and government resources.
• Assess caller needs and screen for appropriate services and programs based on established protocols.
• Arrange emergency placements into local homeless shelter programs.
• Collect, document, and enter information into call management systems.
• Follow all Standard Operating Procedures for call handling and service delivery.
• Monitor changes to community resources and eligibility requirements and communicate updates to the Database Department.
• Perform other related duties as assigned.

Qualifications:

• Ideal candidates may come from call center, customer service, healthcare, human services, social services, nonprofit organizations, community outreach, housing assistance, shelter services, crisis intervention, case management support, or resource and referral environments.
• Proven ability to work effectively with people from diverse ethnic, cultural, and socioeconomic backgrounds.
• Strong computer and data entry skills.

Key Skills & Attributes:

• Empathy and compassion
• Friendly and professional phone presence
• Ability to remain calm under pressure
• Patience and active listening skills
• Clear and concise communication abilities
• Strong problem-solving and resource-navigation skills
• Ability to follow procedures while maintaining confidentiality
• Excellent organizational and documentation skills

Express Employment Professionals in North Jersey is a trusted partner for those searching for employment as well as for employers seeking qualified job candidates. As a locally owned and operated employment agency, Express Employment Professionals is focused on matching qualified candidates with leading companies.