POSITION:

Call Center Specialist

LOCATION:

Florida

SUPERVISED BY:

Director of Call Center Operations

POSITION/INDIVIDUALS SUPERVISED:

None

INTERRELATIONSHIPS:

All Customer Care Staff

POSITION PURPOSE:

The Call Center Specialist is an essential member of our Client Acquisition team, he/she will be working alongside the Business Development team to fields inbound calls, emails and live chat leads in our contact center via our various marketing campaigns and with compassion, empathy, a sense of service and urgency, insures that each person they are in contact with receives a comprehensive assessment of treatment needs and available resources and/or an appropriate referral if deemed inappropriate for our services. Thorough and accurate documentation of calls and other related paperwork is a critical component of the job.

POSITION REQUIREMENTS/QUALIFICATIO NS

1. EDUCATION:

High School Diploma.

Some College experience may be preferred.

2. EXPERIENCE:

2-4 years of experience in a contact center/phone room. Familiar with substance abuse and mental health. Experience working with Microsoft Office Suite

3. LICENSURE/CERTIFICATION:

AID’s awareness, De-escalations during employment attainment of certification. Other industry training.

4. KNOWLEDGE AND TRAINING

REQUIRED AT TIME OF HIRE:

Knowledge of the substance abuse treatment.

Knowledge of Joint Commission Standards.

Demonstrates Proficiency in Communication & Written skills.

Knowledge of State & Federal Statutes Regarding Patient Confidentiality laws.

Knowledge of Drug-Free Workplace Policies.

Knowledge of Workplace Violence.

5. AGE SPECIFIC INDIVIDUALS SERVED/ RESPONSIBILITY:

Adults

6. SECURITY MEASURERS AND CLEARANCE:

KIPU access clearance

7. EMPLOYEE CLASSIFICATION:

Non - Exempt

WORKPLACE ENVIRONMENT

1. ENVIRONMENTAL CONDITIONS:

Position requires work in a temperature-controlled environment; 80%-90% of the time spent indoors.

2. MACHINES/EQUIPMENT USED:

Computer Calculator

Fax Machine Copy Machine

Telephone System ID Camera

3. PHYSICAL & MENTAL DEMANDS:

4. JOB CATEGORY STANDARD PRECAUTIONS:

Office safety practices

5. PERSONAL PROTECTIVE EQUIPMENT:

None

6. POTENTIAL WORKPLACE HAZARDS:

Normal Workplace Hazards

7. POTENTIAL WORKPLACE VIOLENCE:

Medium/High Risk Level