Customer Service Representative - Helpline- Part Time

Customer Service Representative – Helpline (Part Time)

We 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.

This is a part‑time position with the following hours:

Sat & Sun 3:00 pm to 11:00 pm then 3 weekdays 5:00 pm to 9:00 pm (EST).

Substance Abuse knowledge preferred.

Gaudenzia's Mission: 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 Requirements

• High school diploma or equivalent required;
  Associate's degree preferred
• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi‑line phone systems
• Ability to maintain composure in challenging situations
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Preferred Qualifications

• Experience in healthcare or behavioral health settings
• Knowledge of substance use disorders and recovery
• Experience with electronic health records systems
• Crisis management experience
• Bachelor's degree in related field
• Call center certification or relevant industry certifications

Key Responsibilities – Customer Service Operations

• Answer and manage high volume of incoming calls professionally and efficiently
• Provide accurate information about Gaudenzia's programs and services
• Direct callers to appropriate departments or resources
• Address and resolve customer service inquiries and concerns
• Maintain detailed call logs and documentation
• Follow up on pending inquiries and service requests
• Coordinate with internal departments to resolve complex issues
• Maintain confidentiality in accordance with HIPAA regulations
• Support crisis call management by directing emergency calls to appropriate resources
• Handle customer feedback and complaints with professionalism and empathy

Administrative Duties

• Document all customer interactions in CRM system accurately and thoroughly
• Participate in regular team meetings and training sessions
• Contribute to continuous improvement initiatives
• Generate daily, weekly, and monthly performance reports
• Maintain updated knowledge of all programs, services, and policies
• Assist in developing and updating standard operating procedures
• Participate in quality assurance reviews and feedback sessions
• All other duties as assigned

Skills, Knowledge, and Abilities

• Maintain average call handling time of 5‑7 minutes per call
• Achieve and maintain customer satisfaction (CSAT) score of 75% or higher
• Meet Net Promoter Score (NPS) targets of 50+
• Maintain average team wait time under 10 seconds
• Achieve first call resolution rate of 80% or higher
• Maintain call quality scores of 90% or above
• Complete all required documentation within established time frames
• Maintain average after‑call work time under 30 seconds
• Achieve monthly call volume targets as established by management
• Maintain attendance and schedule adherence rate of 95% or higher
• Exceptional interpersonal and communication skills
• Strong problem‑solving abilities
• Empathetic and patient demeanor
• Excellent organizational and multitasking abilities
• Detail‑oriented with strong documentation skills
• Cultural competency and sensitivity
• Ability to work independently and as part of a team
• Adaptability to changing priorities
• Resilience in handling challenging situations
• Proficiency in call center software and telephony systems
• Experience with CRM platforms and databases
• Knowledge of performance monitoring tools
• Ability to navigate multiple computer applications simultaneously
• Familiarity with quality monitoring systems
• Understanding of call center metrics and KPIs

Working Conditions

• Part‑time position (part‑time hours as above)
• Office/call center environment
• Extended periods of sitting and computer use
• Regular performance reviews and coaching sessions
• Professional development: ongoing training in customer service best practices, substance use disorder awareness and sensitivity, regular coaching and feedback sessions, access to industry certifications and continuing education

What 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

Equal Employment Opportunity

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. All employment decisions are based on job‑related qualifications, skills, experience, and alignment with our mission and values, ensuring equal opportunity for all applicants.