About the Position

Type: Full Time

Classification: Non-exempt

Reports to: Associate Director, Contact Center Operations

Location: 15 Union St., Lawrence, MA

Pay Rate: $18/hr

Start Date: June 20, 2023

About Us

Archipelago Strategies Group, Inc. (ASG) is a full-service multicultural marketing agency that focuses on helping all communities gain access to critical information and resources. ASG believes that grassroots mobilization is the key to fulfilling our mission. With our clients, we have increased access to health care, education, and economic opportunities in Massachusetts and across the nation.

Contact Center Operator

Archipelago Strategies Group, Inc. (ASG) is looking for a dynamic Contact Center Operator to join our award-winning team. We are looking for a self-motivated, community-oriented, and thoughtful professional who will be responsible for being the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Primary Accountabilities

• Obtain client information by answering phone calls, chats, emails, and other customer service communication channels; interviewing clients; verifying information
• Determine preference and priority eligibility by comparing client information to requirements
• Inform clients by explaining procedures; answering questions; providing information
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
• Manage large amounts of inbound and outbound communications in a timely manner
• Follow communication “scripts” when handling different topics
• Maintain confidentiality requirements
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by going the extra mile
• Meet personal/team qualitative and quantitative targets
• Attend in-person events (when feasible)
• Assist with client appeals requests when needed
• Utilize Salesforce and housing application database to track success of applicants
• Assist with mail processing and mail management.
• Availability to begin paid training on May 15 at the latest.
• Perform other duties as assigned

Qualifications

• 1+ year of experience in a customer support role
• 1+ year experience in case management
• Experience using databases or customer relationship management systems a plus. You will receive training for all the systems you’ll be using. However, you must have intermediate computer skills before starting the job.
• Experience with enrollment in government programs a plus
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school degree
• Access to the internet is required
• Flexibility to work evenings and weekends, especially during project peaks, is required
• Bilingual highly preferred; fluent in English and Spanish/Portuguese /Haitian Creole

Skills

• Verbal communication
• Phone and written messaging skills
• Listening
• Data entry skills
• People skills
• Customer service
• Attention to detail
• Professionalism
• Strong interpersonal skills, including the ability to work with diverse groups of people
• Commitment to creating awareness around equity, and inclusion

Benefits and Compensation:

• Health, Dental, Vision, and Life Insurance
• 401(k)
• Salary range for this position is commensurate with experience

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.

Archipelago Strategies Group, Inc. (ASG) is committed to a policy of equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, sex, age, national origin, religion, physical or mental disability, pregnancy or pregnancy related condition, sexual orientation, gender identification, genetic information, membership in the uniformed services or any other classification which is protected under state or federal law.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid remote
• Office

Application Question(s):

• The pay rate for this role is $18/hr. Do you wish to continue knowing this information?

Language:

• Spanish (Preferred)
• Portuguese (Preferred)
• Haitian or Cape Verdean Creole (Preferred)

Work Location: Hybrid remote in Lawrence, MA 01840

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