United Way of Northwest Alabama serves Lauderdale, Colbert, Franklin, and Marion Counties. It is our mission to improve lives by mobilizing the caring power of communities.
Position Title: Call Center Representative
Department: 211 Information & Referral
Report to: Community Impact & Special Projects Director
Purpose: This position provides information and referrals to callers needing resources for a variety of needs, including but not limited to holiday programs, tax preparation, back to school, food, emergency shelter, homeless, utility assistance, and links them to the appropriate available services.
UNITED WAY CORE COMPETENCIES FOR ALL STAFF
● Mission-Focused: Catalyze others’ commitment to the mission to create real social change that leads to better lives and healthier communities. This drives their performance and professional motivations.
● Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
● Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
● Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
● Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.
- Answer incoming calls
- Determine the callers need of assistance
- Provide and document accurate referral information from database based on callers needs
- Accurately complete call record for each call according to procedures
- Schedule rides for callers through Ride United program
- Computer skills
- Time management including reliability and punctuality
- Ability to communicate verbally in an effective and non-judgmental manner
- Ability to communicate concisely and effectively through written communication
- Ability to establish and maintain effective working relationships with other staff
- Ability to work well with a diverse population
- Ability to adhere to procedures and make independent decisions within the scope of those procedures
- Must be 18 years of age
- Must complete agency orientation and 12 hours of training
- On-going training as needed
- Approximately 20 – 26 hours per week
- Ability to develop knowledge of programs in the community and provide information and referral on health and human services issues to the community
Please submit your resume to be considered for this position.