POSITION TITLE: Call Center Specialist, Technical Support
LOCATION: Baltimore, MD
TRAVEL: Limited

POSITION SUMMARY

The NAACP seeks a Call Center Specialist, Technical Support to optimize operational efficiency by offering outstanding service, support, and resolution to constituents and members. The Call Center Specialist, Technical Support will be responsible for communicating with NAACP’s Officers, volunteers, constituents, and members; recording sensitive and confidential data into the Association’s integrated database and Customer Relationship Management (“CRM”) system; assisting with membership-related activities; and, resolving inquiries.

RESPONSIBILITIES/DUTIES

• Communicate with NAACP Units, Officers, volunteers, constituents, and members through various mediums including, but not limited to, telephone, e-mail, and web chat;
• Accurately record sensitive caller information in the CRM;
• Deliver information regarding the Association’s CRM, software trainings, system access, and related frequently asked questions (FAQs);
• Explain technical solutions thoroughly with compassion and patience, providing documentation when necessary;
• Perform help desk troubleshooting to isolate and resolve end-user issues and escalate unique situations to Supervisor/Manager or other appropriate staff as appropriate;
• Follow the Information Technology (IT) Standard Operating Procedure (“SOP”);
• Achieve and maintain consistent Key Performance Indicators (“KPI”) benchmarks;
• Handle all technical support call types (as per the SOP) and place outbound telephone calls to complete required resolution;
• Organize, sort, and digitize documents to create an efficient workstream and obtain required information to resolve any data discrepancies;
• Enter data into the integrated database and CRM and meticulously verify data submission for accuracy;
• Maintain both internal and external constituent confidence by protecting confidential and sensitive information;
• Contribute to the achievement of team goals and outcomes;
• Recommend improvements and solutions to optimize workflow;
• Generate reports, save results in the CRM and perform assigned backup procedures;
• Ensure data integrity of work product to generate precise reports and materials and in support of organizational values; and
• Perform any other related duties assigned by the Constituent Experience, Call Center Manager or other designee.

QUALIFICATIONS

Education/Professional Experience

• High School Diploma or equivalent;
• Data entry experience preferred;
• Effective verbal and written communication skills;
• Proven ability to work effectively both independently as well as in a team-oriented and collaborative environment;
• Proficiency in typing, Microsoft Office Suite (Word, Excel, and PowerPoint), and CRMs; and
• Good organizational skills, including a strong emphasis on attention to detail in all aspects of assigned duties.