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Call Specialist

Catholic Charities of the Archdiocese

This is a Full-time position in Chicago, IL posted February 23, 2021.

Essential Functions of the position are detailed below, and include any physical requirements below that.1.

Responsible for answering high-volume calls, received through the three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial or non-financial needs;2.

Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources;3.

Treats each caller with professionalism and compassion;4.

Adheres to departmental scripts and protocols when processing client intakes, including but not limited to: following crisis handling procedures, active listening, speaking clearly and leading the calls;5.

Informs supervisor of any calls that need to be escalated and/or service delays so that proper follow-up with external agencies can occur; 6.

Maintains up-to-date and accurate client information, departmental files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all relevant regulatory, licensing or accrediting bodies in the course of performing job expectations;7.

Handles all calls in an efficient, prompt, professional and accurate manner and asks for guidance, when necessary;8.

Knows and complies with the laws and regulations relevant to the position and services.PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.X Kneel and move from sitting, bending, kneeling or standing multiple times a day.

X Push and pull objects up to 25 pounds.X Climb up and down up to 3 flights of stairs at a time.

X Lift up to 25 pounds.

Additional Requirements:Other Requirements Comply with program and/or Agency requirements related to (check all that apply).X Background check, including any program specific requirements.

Physical examination Drug Testing TB Testing Driver’s License and reliable transportation Agency-specified automobile insurance Additional Requirements:Immediate Supervisor: Call Center SupervisorDirectly Supervises: N/AIndirectly Supervises: N/AEducation and Experience Requirements:Relevant Education:Preferred: Bachelor’s DegreeMinimum: Associate’s DegreeRelevant Experience:Preferred: 3+ years of call-center experienceMinimum: 1-2 years of customer service experienceCertification/Licensure:Preferred: Alliance Information Referral Systems (AIRS) Certification Bilingual Speaking Skills (English/Spanish)Minimum: Must acquire AIRS certification within first year of hire date

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