Job description
Position Title: Call Center Representative/Navigator
Location: Remote (preferred candidate resides in Wisconsin)
Hours: 12:30 pm – 4:30 pm M-F with potential for additional hours as needed
Pay: $18 - $20 (based on experience)
Are you seeking a role that brings purpose to your life? Would you like to wake up every day knowing that you are making a difference in the lives of individuals with disabilities? Are you ready to join a team that genuinely cares for its staff and has an exceptional culture? If this sounds like you, read on for an exciting opportunity to join us at the Down Syndrome Association of Wisconsin!
The Call Center Representative/Navigator serves as the primary phone point of contact for DSAW, Think Ability Wisconsin, and the ADRC and Tribal Nation Partners Locator Service. As the first voice many clients hear, the Call Center Representative/Navigator plays a crucial role in delivering exceptional customer service while efficiently connecting callers to the relevant department, agency, or personnel.
In this role, the Call Center Representative/Navigator will manage incoming calls for each service area, ensuring prompt and accurate routing to internal departments or external ADRC agencies across the state. Success in this position requires a professional, friendly demeanor, strong multitasking abilities, and excellent communication and problem-solving skills.
Key Responsibilities:
- Serve as the primary point of contact for all incoming calls related to DSAW, Think Ability Wisconsin, the ADRC, and the Tribal Nation Partners Locator Service.
- Deliver exceptional customer service by handling inquiries courteously and professionally.
- Accurately direct calls to the appropriate departments within the organization or to relevant ADRC agencies statewide.
- Maintain a calm and helpful presence while managing multiple calls and tasks simultaneously.
- Troubleshoot issues as they arise and ensure smooth communication across all channels.
- Document calls in Google and Salesforce.
- Other duties as assigned
Qualifications:
- Strong interpersonal and communication skills.
- Able and willing to be a team player, work well with the team, and with a supervisor.
- Ability to remain composed under pressure and handle a high volume of calls efficiently.
- Excellent organizational and multitasking abilities.
- Previous customer service or call center experience preferred.
- Reliable internet connection.
- Strong technical skills will utilize Salesforce, Vonage (phone) and Google Office products.
Interpersonal:
- Demonstrates warmth, insight, interest, and respect for people with disabilities.
- Able and willing to be a team player and strong communication skills.
- Ability to manage oneself while working remotely.
- Ability to multitask and adhere to timelines set forth for quality management.
EQUAL OPPORTUNITY EMPLOYER
The Down Syndrome Association of Wisconsin is an equal opportunity employer and does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
We Make it Easy
Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees.
As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.
We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.
