Job Details
Level
Entry
Job Location
ACANY HQ – New York, NY
Position Type
Full Time
Education Level
High School
Salary Range
$23.81 – $25.50 Hourly
Job Shift
Day
Job Category
Nonprofit – Social Services
Description
Position Summary
The Customer Care Specialist provides outstanding service to our customers by answering questions, handling complaints and effectively solving customers’ issues. Customer Care Specialist may handle inbound or outbound calls or both, and should be able to create positive experience for each caller.
ACA/NY is a 501(c)(3) not for profit organization that has been designated as a Care Coordination Organization/Health Home (CCO/HH) by New York State. ACA/NY is dedicated to meeting the needs of people with Intellectual and Developmental Disabilities by providing comprehensive care management and coordination of service. ACA/NY supports 25,000+ people in its program with support services spanning New York City, Long Island, and the Lower Hudson Valley.
Duties and Responsibilities
- Manage large amount of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research every issue and provide solutions or alternatives.
- Redirect customers to appropriate departments and teams when necessary.
- Keep records of all conversation in call center database in appropriate format.
- Assist with completion of telephonic outreach and administrative/data entry tasks on behalf of
various departments within ACANY including (but not limited to): Enrollment, Benefits Access,
Care Management, IT and Human Resources. - Adhering to all company’s policies and procedures.
BASIC REQUIREMENTS
- A minimum of a High School Diploma or GED.
- Previous experience in a customer support role.
- Experience working with people and families of people with I/DD preferred but not required.
- Strong phone and verbal communication skills along with active listening.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and solve issues effectively.
- Demonstrate professionalism, respect and ability to work in a team.
- Spanish/English bilingual preferred.
Work Environment
This job operates in a remote and office environment, at an approximate ratio of 90% remote work (home, field, non-ACA/NY office settings) and 10% in-office.
This role consistently uses standard office equipment such as computers and phones in remote and office-based settings. This role also intermittently uses standard office equipment such as photocopiers, filing cabinets and fax machines in office-based settings. If such equipment is not available within remote locations, office visits will be necessary to support with these functions.
The noise level in the work environment is usually moderate. Travel to off-site locations required; therefore, the incumbent must be comfortable driving or using various forms of public transportation to reach destinations.
Physical Requirements
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, and crouch. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
AAP/EEOC
ACANY provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organization complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and all other legally protected classifications.