Job Description

Job Title: Inbound Call Center Rep

Job Summary

The Helpline / Administrative Support Representative is responsible for answering incoming 800 helpline calls, accurately documenting client contacts, transferring calls to volunteer counselors, and performing data entry and clerical support functions. This role requires strong communication skills, attention to detail, and the ability to provide accurate information while adhering to agency policies and applicable laws.

Required Skills & Qualifications

• High School Diploma or GED (Required)
• Minimum of 2 years of experience with data entry (Required)
• Minimum of 2 years of strong verbal communication experience (Required)
• Call center experience (Preferred)
• Additional education or relevant experience (Nice to have)

Key Responsibilities

• Answer all incoming 800 helpline calls promptly and professionally.
• Record all caller interactions accurately on Client Contact forms.
• Transfer calls to available volunteer counselors or provide assistance when volunteers are unavailable.
• Communicate with volunteer counselors regarding availability and supplies.
• Complete daily data entry, including client contact records.
• Prepare mailing labels, assemble and mail information packets, and make copies of program materials.
• Monitor inventory and notify the Office Manager when supplies are low.
• Maintain a clean, organized, and orderly work area; manage deliveries and recycling.
• Retrieve voicemail messages for packet requests at least twice daily and forward call-back messages to Volunteer Supervisors.
• Assemble training materials, presentation packets, and supplies as requested.
• Perform additional administrative and clerical duties as assigned by the Office Manager.

Difficulty of Work

This position involves performing standardized tasks that require completion of required training and consistent, effective communication with the public. Work must comply with agency policies and relevant state and federal laws.

Responsibility

The incumbent is responsible for providing accurate information to callers, particularly regarding Medicare-related inquiries, and for maintaining precise records and documentation. Errors may negatively impact public trust and the reputation of the program.

Work Relationships

This role involves regular interaction with office staff, Office Supervisors, volunteer counselors, the general public, and local and state agency representatives for the purpose of providing information, coordination, and referrals.

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