Contact Center Support Representative (CCSR)

Job Description

We are currently hiring for a temporary Contact Center Support Representative (CCSR) position in the Commonwealth of Dominica. This position will support our partners who are the leading voluntary health organization in Alzheimer’s care. Our partner’s mission is to end Alzheimer’s and all other dementia – by accelerating global research, driving risk reduction and early detection, and maximizing quality care, support, advocacy, and education. If you are a dedicated and reliable individual with an interest in the healthcare field and want to make a life changing impact on the millions living with dementia, we encourage you to apply.

Responsibility

The CCSR plays a crucial role in supporting fundraisers and event participants on national and local levels. The CCSR is primarily responsible for providing high quality customer service support, information and education about Alzheimer’s disease and other dementias, person-centered care strategies, Alzheimer’s research and clinical trials, association programs, events, and community resources.

Overview of daily activities:

• Handle inquiries via phone, email, and chat concerning registration for events and programs.
• Accurately and efficiently document all interactions handled in Association Constituent Relationship Management systems.
• Build rapport and engage with contacts to assess their stated and implied needs through probing and clarifying.
• Link callers to education, support, local community resources, and emergency/crisis services if needed.
• Maintain a high level of confidentiality and adhere to all ethical and legal guidelines.
• Meet or exceed established performance metrics, KPI’s, SLA’s and quality scores.
• Ensure all contacts are answered in accordance with department and association specific SOPs, SLAs, policies, and procedures.
• Exhibit superior customer service at all-times with constituents, event participants, volunteers, fundraisers, donors, care-providers, and crisis support clinicians.
• Navigate digital knowledge base, websites, and reference materials with efficiency and speed.
• Assist on or manage special projects and new processes as needed.
• Other related duties as assigned.

Experience and Qualifications

• High school diploma or GED and college required.
• Prior experience in a contact center, customer service, phone/chat support roles, and familiarity with healthcare industry is highly advantageous, but not required.
• Proficiency with computer systems and software, including case management tools.
• Excellent communication and interpersonal skills (verbal and written).
• Strong organizational, multitasking, and time management skills.
• High attention to detail and solution oriented.
• Ability to handle change and multiple responsibilities.

Benefits and Others

Elevation Connect delivers a very different contact center experience. When people work for a company with purpose, they are driven to out-perform.

Hours:

• Training will be at our Roseau office from 8:00amto 4:30pm mountain time (10:00am to 6:30pm eastern time), Monday through Friday. Work from home will be available after successful training.
• Production hours will be Monday through Friday from 8:00am to 4:30pm mountain time (10:00am to 6:30pm eastern time).
• Training and production dates and hours of operation are subject to change.

Information:

• Training starts July 22nd 2024
• Position is temporary full-time through October 31st 2024
• Pay rate is $10 XCD per hour

Technology Requirements:

• Chromebook (provided)
• Wired USB Headset (provided)
• A stable wired internet connection for work-at-home positions

Apply Here: https://elevation....recruit.com/job/822651/