Call Center Representative

As a Call Center Representative, you will work in our Centralized Intake System to be the first-line response to homeless clients and partner agencies related to inquiries for our programs and referrals. This position also includes responding to Mission calls from the main line related to other departments such as donors, gift processing, marketing, outreach, aftercare and GIK. In addition, this position will ensure partnering agencies’ questions are answered and will conduct the pre-intake process for guests entering our programs.

Scheduled: Monday - Friday 8:00 am - 5:00 pm

Pay Range: $20.51 - $26.16

Target starting pay: $21.68 per hour

How you will serve

• Answer the Mission Central Intake hotline in a compassionate and professional manner.
• Provide an average of four services to each caller:
  • Assess participant needs.
  • Provide supportive advocacy.
  • Start intake into program if applicable.
  • Offer information and appropriate referrals to community services if necessary or to a Mission location using warm handoffs when possible.
• Return voicemail and emails from clients and community partners.
• Respond to Mission calls from the main line related to other departments such as donors, gift processing, marketing, outreach, aftercare and GIK. Call back clients on list when shelter/program space is available.
• Accurately obtain and record client demographic information for use in identifying service and geographic needs of callers
• Enter accurate data and report to Call Center Manager and Director of External Affairs as requested for continuous improvement to our intake process.
• Work with Mission Relationship Manager to provide comprehensive information and referral services.
• Maintain a level of comfort and ability around basic technology (email, databases, etc.) as well as future systems as our technology needs progress.
• Participate in organizational meetings, training, and initiatives as required.
• Perform other duties assigned to support the Mission’s success.

How you qualify

• Acknowledge and sign the Mission's Statement of Faith (see below).
• High School Diploma or equivalent required.
• 1 - 2 years of experience in a call center environment (inbound and outbound calls). Experience with a service provider preferred.
• Experience working with a complex or multi-line phone system required.
• Experience working with a client tracking system Clarity or similar CRM preferred.
• Proficient with Microsoft Office Suite (Outlook, Excel & Word)
• The ability to speak multiple languages is highly preferred.
• Knowledge of homeless services is a plus.

How we support each other

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds The Mission and your team in prayer.
• Participates in team devotions as schedule permits.
• Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.
• Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Benefits

All regular full-time employees, you are eligible to participate in our generous benefits package:

• Medical / Dental / Vision
• Long Term Disability – 100% company paid
• Basic Life Plan – 100% company paid
• Voluntary Products
• EAP and 24/7 Virtual Mental Health – 100% company paid
• 4 weeks of paid vacation (prorated based on hire date)
• 11 paid holidays + 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment

While performing the duties of this job, the employee is frequently required to sit for extended periods of time in a temperature-controlled environment. Requires frequent use of computers, keyboarding, and talking on the telephone. Occasionally you will stand, balance, twist, stoop, kneel and reach with hands/arms. Occasionally lifts up to 20 pounds and walks, use stairways to climb to multiple floors within the company. Requires frequent use of cognitive abilities including frequent memory recall and occasional decision making. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Statement of Faith

1. We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)
2. We believe there is one God, eternally existent in three Persons: Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom. 8:14-17, Eph. 4:4-6, 1 Tim. 2:5, 1 Pet. 1:2
3. We believe in the deity and humanity of our Lord Jesus Christ:
• His virgin birth (Luke 1:35, John 1:1-2, John 1:14)
• His sinless life (Phil. 2:5-11)
• His miracles (Matt. 4:23)
• His vicarious and atoning death through His shed blood on the cross, the forgiveness of sins (Rom. 3:23-25, 2 Cor. 5:21, 1 John 2:1-2)
• His bodily resurrection from the dead (Rom. 8:34, 1 Cor. 15:3-5)
• His ascension into heaven, now seated at the right hand of the Father (Acts 1:9-11, Heb. 1:3, Heb. 9:24)
• His future return in power and glory (1 Thess. 4:16-18)
4. We believe that salvation of the lost is possible through the shed blood of the Lord Jesus Christ by faith apart from works, and regeneration by the Holy Spirit. (Eph. 1:7, Eph. 2:8-9, John 1:12, John 3:36, 2 Cor. 5:17, Titus 3:5, John 14:17)
5. We believe in the present ministry of the Holy Spirit by whom Christ indwells each believer enabling them to live a godly life of obedience as they reach for maturity. (John 14:17, Acts 1:8, John 16:13, John 14:26, 2 Cor. 1:21-22, Gal. 5:22-23)
6. We believe in the bodily resurrection of the saved and their eternal life with God. We believe in the bodily resurrection of the unsaved and their eternal separation from God. (1 Cor. 15:20-28, Matt. 25:45-46, Rev. 20:11-15)
7. We believe in the spiritual unity of believers in Christ. (Eph. 2:13-14, Eph. 4:1-6, John 17:20-23, Phil. 2:1-4)

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored.

Pre-Employment

This position is subject to pre-employment, criminal background check and must be able to pass a 4-panel drug screen.