Support Specialist for a Place for Mom

The Job —  Support Specialist for a Place for Mom

Location —  Work at home

Job Responsibilities —  From Jobvite:

Provide Help Line Coverage and Support

  • Answer questions from Senior Resource Coordinators (SRCs)
  • Ensure proper queue coverage by communicating with team and Supervisor when unavailable to be in queue
  • Answer escalated customer calls
  • Be ready for job assistance
  • Be present and available for questions
  • Identify and communicate trends and quickly notify leadership of potential issues
  • Help with questions and address SRC concerns
  • Maintain the ticketing system (ZenDesk) queue
  • Provide coaching opportunities to Supervisors and SRCs accordingly
  • Handle lead transfer requests that come through via the TransferLead alias
  • Handle and respond to queue voicemails as they are received
  • Monitor email inbox responses and unsubscribe requests from customers that are sent through Garden, Customer Care, and Newsletter
  • Create and handle leads received overnight via TurnerTV
  • Manage any additional FollowUp requests received from SRCs via the CCFollowUp alias

Requirements/Qualifications

  • Ability to quickly learn and adapt in a constantly changing environment
  • Solid communication skills both verbal and written
  • Strong interpersonal skills with families, partner communities, and staff
  • Superior organization, prioritization, and self-motivation skills
  • Ability to interact effectively as a member of a team and work collaboratively with other departments
  • Ability to listen to, understand, and respond positively to SRC or escalated family requests
  • Capability to work effectively, diligently, and remain on task with minimal supervision

Schedule —  No details on job posting.

Employee or Contract — Employee

Compensation — Not advertised. Glassdoor lists starting hourly pay at $13

Benefits — Yes, full package of benefits offered.

More Information — Review and apply via Jobvite.