Call Center Specialist

About Us Baker Ripley  team members impact the lives of more than 500 000 people every year through our community development work, which has inspired and supported our Neighbors for more than a century.

We believe our neighborhoods are bridges to opportunity, that people can transform communities, and that everyone has something to contribute.

Our unique backgrounds and experiences help us deliver innovative support to uplift our Neighbors. As one of the largest nonprofits in Texas, our success is fueled by our Mission:
Connecting Neighbors and communities to resources, education, and opportunity.

Job Summary A Call Center Specialist serves as the primary point of contact for neighbors, providing prompt, courteous, and solution-focused support across multiple communication channels for the agency’s programs.

Key Responsibilities Call Center Specialists handle customer inquiries, complaints, and support requests via phone, email, or chat, ensuring customer satisfaction and maintaining a professional demeanor. Typical duties include:

Responding to inbound and outbound calls, emails, and messages promptly and politely

Providing accurate information about the agency and program services

Resolving customer issues efficiently, including de-escalating complaints and offering solutions

Entering and updating customer information in databases or systems

Scheduling appointments or recording information as required

Collaborating with team members to improve service quality and workflow

Assisting in training new employees and mentoring staff

Maintaining compliance with agency policies and relevant regulations, such as safeguarding protected personal information

Performs other administrative duties as assigned

Required

Skills and Qualifications Strong communication and listening skills to understand and address customer needs effectively.

Problem-solving abilities to provide timely and accurate solutions.

Multitasking and time management skills to handle high call volumes efficiently.

Basic computer literacy, including familiarity with Microsoft Office and Salesforce.

Empathy and professionalism to maintain positive customer interactions.

Education High school diploma or equivalent; additional certifications or experience in customer service or the relevant industry are advantageous.

Languages Preferrable bilingual – Spanish, Chinese or Vietnamese