Customer Contact Specialist

One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred

Demonstrated high level of detail orientation, professionalism and business acumen

Excellent internet navigation required

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' vision of ending poverty.  Serves internal and external customers remotely; via telephone, chat feature, email, and other electronic forms of communication.

Conducts needs analysis of callers and refers them to the appropriate team, services, or events.

Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services.

Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.

Accurately tracks and reports defined metrics as requested by management.

Provides excellent customer service to both internal and external clients.