Call Center Specialist - Part Time

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OUR MISSION: To provide Help for the Journey to aging adults 65+ in ways that help them maintain their independence and enjoy quality of life.

OUR HISTORY: NCBAM was founded in 2009. The ministry is funded by the Baptist State Convention of North Carolina and administered by Baptist Children s Homes.

OUR CALL CENTER: In addition to referring callers to community resources, NCBAM Call Center Specialists connect North Carolina s frail aging (65+) with church volunteers who share God s love my meeting needs for wheelchair ramps, grab bars, smoke alarms, light yard work, and friendly visits. Our team members are privileged to pray with callers.

Visit ncbam.org to learn more about the mission of North Carolina Baptist Aging Ministry.

Job Title: Call Center Specialist, part-time

Location: Thomasville, NC

Method to Apply: bchcareers.org

The Call Center Specialist handles inbound and outbound calls (from a specific region) for the North Carolina Baptist Aging Ministry. The Call Center Specialist is the point of contact for aging adults, church volunteers, and community partners. Call Center Specialists treat each caller with courtesy and professionalism and assists clients with prioritizing their needs, connecting them with resources, and/or finding volunteers (from the NCBAM database) to meet their need.

Employee must be available to work up to 27 hours per week between 9:00am and 5:00pm, Monday through Friday as scheduled by the Call Center Director.

• Associate Degree required
• Excellent verbal, listening and written communication skills, with the ability to positively represent the agency to internal and external contacts
• Must be proficient in Microsoft Office
• Must be able to prioritize and complete multiple tasks in a timely manner
• Has experience operating standard office equipment
• Must maintain confidentiality
• Experience with data entry preferred
• Meets qualifications for employment as outlined in the agency s personnel policies

• Answers all phone calls in a professional, prompt and courteous manner
• Connects church volunteers to frail aging adults in need
• Enters data accurately and in a timely manner into the NCBAM database
• Provides information, resources, and assistance to clients
• Assures messages are forwarded to the appropriate staff member
• Maintains a clean and orderly work area
• Serves on committees for NCBAM team as requested
• Assists each client with prioritizing their need
• Offers information and resources when needed
• Other duties as assigned

• Represents the agency to various individuals, groups, and the public in a professional manner
• Works closely and communicates effectively with Regional Director
• Participates in NCBAM team meetings and events
• Works with all BCH employees in a professional manner

• Works under the supervision of the Call Center Director
• Keeps supervisor informed of any significant events which may arise
• Participates in 90 day and/or annual performance evaluation

Complies with agency policies and procedures concerning confidentiality and HIPAA regulations involving all aspects of client information, which include day to day care of the children, case records, family information, medical information, psychological services, etc. which if disclosed, would have adverse internal and/or external effect, and could result in termination of employment.

Ability to operate standard office machines such as copier, computer, fax, etc. Ability to work within Microsoft Office Applications, popular web browsers and other software applications.

Ability to read, analyze, and interpret general information. Ability to effectively communicate with others, including managers, clients, customers, and the general public.

Excellent mathematical skills and the ability use accounting software and calculator to calculate figures.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and ability to draw conclusions. Specific vision abilities required by this job include close vision, and ability to adjust focus. Must be able to talk and hear both in person and on the telephone.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and stand, bend, stoop, squat, kneel, use hands and fingers, walk, reach with hands and arms, and occasionally lift equipment weighing up to 30 pounds.

The work environment characteristics described here are…