Customer Service Representative - Helpline Part Time

Join Our Team at GaudenziaWe need hope-bringers and changemakers - because the work we all do matters. Join a team that shows up for each other as much as we show up for our clients. At Gaudenzia, your purpose fuels progress - for yourself and others.Gaudenzia's Mission is to promote long-term recovery by providing comprehensive treatment and support to people with substance use disorder, co-occurring mental health disorders, and related conditions, regardless of individual circumstances.Minimum RequirementsEducation & Experience:High school diploma or equivalent required; Associate's degree preferredMinimum 2 years of call center or customer service experienceStrong verbal and written communication skillsProficiency in Microsoft Office Suite and CRM systemsExperience with multi-line phone systemsAbility to maintain composure in challenging situationsKnowledge of HIPAA compliance and confidentiality requirementsDemonstrated experience meeting performance metrics in a call center environmentPreferred QualificationsExperience in healthcare or behavioral health settingsBilingual capabilities (Spanish/English)Knowledge of substance use disorders and recoveryExperience with electronic health records systemsCrisis management experienceBachelor's degree in related fieldCall center certification or relevant industry certificationsKey Responsibilities Customer Service OperationsAnswer and manage high volume of incoming calls professionally and efficientlyProvide accurate information about Gaudenzia's programs and servicesDirect callers to appropriate departments or resourcesAddress and resolve customer service inquiries and concernsMaintain detailed call logs and documentationFollow up on pending inquiries and service requestsCoordinate with internal departments to resolve complex issuesMaintain confidentiality in accordance with HIPAA regulationsSupport crisis call management by directing emergency calls to appropriate resourcesHandle customer feedback and complaints with professionalism and empathyAdministrative DutiesDocument all customer interactions in CRM system accurately and thoroughlyParticipate in regular team meetings and training sessionsContribute to continuous improvement initiativesGenerate daily, weekly, and monthly performance reportsMaintain updated knowledge of all programs, services, and policiesAssist in developing and updating standard operating proceduresParticipate in quality assurance reviews and feedback sessionsAll other duties as assignedSkills, Knowledge, and AbilitiesPerformance Standards:Maintain average call handling time of 5-7 minutes per callAchieve and maintain customer satisfaction (CSAT) score of 75% or higherMeet Net Promoter Score (NPS) targets of 50+Maintain average team wait time under 10 secondsAchieve first call resolution rate of 80% or higherMaintain call quality scores of 90% or aboveComplete all required documentation within established timeframesMaintain average after-call work time under 30 secondsAchieve monthly call volume targets as established by managementMaintain attendance and schedule adherence rate of 95% or higherSkills & Competencies:Exceptional interpersonal and communication skillsStrong problem-solving abilitiesEmpathetic and patient demeanorExcellent organizational and multitasking abilitiesDetail-oriented with strong documentation skillsCultural competency and sensitivityAbility to work independently and as part of a teamStrong time management skillsAdaptability to changing prioritiesResilience in handling challenging situationsTechnical Requirements:Proficiency in call center software and telephony systemsExperience with CRM platforms and databasesKnowledge of performance monitoring toolsAbility to navigate multiple computer applications simultaneouslyFamiliarity with quality monitoring systemsUnderstanding of call center metrics and KPIsWorking ConditionsFull-time position (40 hours/week)May require flexible scheduling including evenings or weekendsOffice/call center environmentExtended periods of sitting and computer useFast-paced, metric-driven environmentRegular performance reviews and coaching sessionsProfessional DevelopmentOngoing training in customer service best practicesSubstance use disorder awareness and sensitivity trainingCareer advancement opportunitiesRegular coaching and feedback sessionsAccess to industry certifications and continuing educationWhat We Offer:Competitive Pay - Excellent Benefits - On The Job Training - Upward mobility - Educational assistance to help you grow with us in this life saving field!Our Operating Principles:We, as members of the Gaudenzia Team, are committed to these principles. They guide the way we perform Gaudenzia business, every day. We hold client care as our top priority. We assume good intentions. We are present, we connect, & we communicate with transparency, dignity, and respect. We make data-driven decisions with courage, challenge the status quo, find innovative ways to grow Gaudenzia & each other. We support each other publicly & privately in all circumstances. We provide & accept constructive, honest, respectful, and timely feedback with an open mind & without personalization. We operate with integrity, focus on outcomes, & have a bias for action. We follow through on agreements & honor commitments prioritized with a sense of urgency - someone's life may depend on it.Gaudenzia is proud to be an employer of choice - and a treatment provider of choice - in the substance use and co-occurring disorders treatment field. We work hard to foster an inclusive, supportive environment where our employees and clients always feel safe and welcome.Come work with us!Our Agency is committed to the principles of equal employment. We believe in fostering a positive work environment in which every employee is treated with respect. Our staff hiring and recruitment practices are grounded in fairness, transparency, and merit. All employment decisions are based on job-related qualifications, relevant skills, experience, and alignment with our mission and values. We actively recruit from a broad range of educational and professional backgrounds to attract the most qualified candidates, ensuring equal opportunity for all applicants without preference or discrimination. Our process uses consistent and clear evaluation criteria to support objective decision-making. By emphasizing accountability, efficiency, and integrity throughout every stage--from job posting to onboarding--we build a workforce defined by excellence, professionalism, and commitment to our shared purpose. Gaudenzia is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.