What are the responsibilities and job description for the Temporary Contact Center Support Representative position at ELEVATION CONNECT LLC?
About Elevation Connect
Elevation Connect – PERFORMANCE FOR PURPOSE
Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform.
We have an exciting opportunity as a temporary Contact Center Support Representative in the Commonwealth of Dominica.
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.
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.
Hours:
- Training will be at our Roseau office from 8:00am to 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 August 21st 2024
- Positions are temporary full-time through October 31st 2024 or September 30th 2024
- Pay rate is $10 XCD per hour
Requirements:
- 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.
Technology Requirements:
- Chromebook (provided)
- Wired USB Headset (provided)
- A stable wired internet connection for work at home positions
Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.
Salary : $10
