Call Center Specialist

JOB SUMMARY

The SHINE Advocate assists in daily activities of the SHINE program including managing caller requests for SHINE assistance, processing SHINE referrals, and working with volunteers to assure customer satisfaction by performing the following duties.

DUTIES AND RESPONSIBILITIES

• Respond to caller inquiries related to the SHINE program.
• Answer inbound calls through the SHINE queue.
• Collects and maintains accurate demographic information of caller requests.
• Assists other SHINE staff members in ensuring consistency when inputting information into the databases.
• Assists with data analysis and preparing reports as requested by SHINE Liaison.
• Assists in developing an outreach plan and identifying outreach venues.
• Attends events on behalf of the agency when needed.
• Provides assistance in promoting ongoing volunteer recruitment.

The above statements are intended to describe the nature of the level of work to be performed by the individual(s) assigned to this position. Other tasks may be assigned by supervisory staff and senior management.