Customer Service Representative in East Syracuse, New York

Description We are in the process of recruiting a Customer Service Representative for our non-profit organization. As a part of our team, your primary focus will be to handle incoming chats and texts from individuals experiencing a mental health crisis. You will be actively listening, providing emotional support, and devising safety plans for those in need.

Responsibilities:

• Respond compassionately to incoming 988 chats and texts via the Unified Platform

• Schedule and execute outbound messages and follow-up texts

• Utilize established protocols to provide emotional and crisis intervention support, and de-escalate situations

• Execute suicide screenings, assessments, and safety plans for all 988 contacts following the 988 Lifeline Suicide Safety Policy

• Assess the needs of the visitors and provide them with pertinent information and referrals to community resources

• Coordinate with emergency services for visitors requiring immediate assistance

• Document all interactions precisely and promptly, ensuring all relevant information is captured

• Consistently achieve a satisfactory or above rating on monitored chat and text interactions

• Maintain confidentiality and adhere to ethical guidelines while handling sensitive information

• Attend staff meetings and detail-oriented development opportunities to stay updated about best practices, policies, and protocols. Requirements • Minimum of 1 year experience in a customer service role

• Proven ability in answering inbound calls promptly and professionally

• Experience in a call center environment is highly desirable

• Demonstrated expertise in providing exceptional customer service

• Proficiency in data entry, ensuring accuracy and attention to detail

• Excellent email correspondence skills, with the ability to respond to inquiries in a timely manner

• Experience in handling both inbound and outbound calls effectively

• A passion for the non-profit sector, with a dedication to supporting its mission and values. TalentMatch®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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