What are the responsibilities and job description for the 2-1-1 Navigation Center Agent position at Helping People - United Way of Greater St. Louis?
By bringing people and organizations together to solve our region's most pressing issues, United Way of Greater St. Louis is making our community a better place to live, work, and thrive. Here, you'll work with passionate and committed colleagues, volunteers and community members who all have one goal - helping our neighbors. This is more than a day job. It's a mission. Come work with us!
2-1-1 Missouri and Southwest Illinois is a 24-hour comprehensive information and referral service available to residents of Missouri and Southwest Illinois that connects people to community resources.
2-1-1 Navigation Center Agents respond to inquiries through multiple queues within the United Way 2-1-1 Call Center, including phone, web chat and email inquiries. Specialists are responsible for assessing each person's needs and properly referring them to an appropriate health and human service organization.
This position includes:
- Receiving in-bound chats, telephone calls, and emails from people requesting assistance.
- Engaging callers to assess their needs while utilizing a database to search for services, providing accurate and relevant information to callers to help them meet their needs
- Identifying and escalating priority issues documenting all call information according to standards
- Within 18 months, the person in this role will have completed the AIRS Certified Information and Referral Specialist (CIRS) exam.
If you have excellent experience in social service or customer service, the ability to handle crisis situations, and excellent verbal communication skills this may be the role for you!
- Requires a Bachelor's degree or high school diploma with 3 years experience in social service and/or call center environment;
- A basic knowledge of social service systems and how individuals access services
- Advanced customer service and problem-solving skills along with the ability to accurately type at least 45wpm
- Proficient in Microsoft Office (MS365) applications, and be able to utilize multiple computer-based systems for documentation.
While this role has the opportunity to work remotely, all employees must live in the metro St Louis area (Illinois or Missouri).
Employment is contingent upon successfully passing a background check.
United Way of Greater St. Louis is an Equal Opportunity Employer
