"Alerted.org

Description

We are looking for a dedicated Customer Experience Specialist to join our mission-driven non-profit team in San Diego, California. In this role, you will serve as a vital link between individuals and the services they need, ensuring compassionate support and accurate information delivery. This role will sit out of a fast-paced call center and will require the ability to conduct emotionally challenging conversations. We are offering this as a Contract-to-Hire position with long term hire after a contract period of 6 months. This will be a fully onsite position with an assigned 8 hour shift between the hours of 7:00am-5:30pm Monday through Friday. Upon hire and proven performance standards after 6 months, there is opportunity for a hybrid schedule with 3 days remote, and 2 in office along with a full benefits package. If you are passionate about working in social services and the opportunity to make a meaningful impact in the community, then this position is for you.

Responsibilities:

• Respond to incoming calls and inquiries, providing accurate information, referrals, and assistance based on client needs.

• Record all client interactions promptly and precisely in web-based systems to maintain accurate documentation.

• Stay informed about current services, resources, and programs to offer effective guidance.

• Collaborate with colleagues and internal teams to address client concerns and ensure their needs are met efficiently.

• Deliver exceptional customer service in every communication, maintaining professionalism and empathy.

• Utilize multiple systems, including CRM platforms such as Salesforce and other software tools, to manage client data and communication effectively.

• Assist clients in navigating billing, benefit functions, and other service-related processes.

• Monitor call metrics using performance tools and meet metric quotas

• Uphold the organization’s mission of compassionate outreach and equitable support in all interactions.

Requirements

• Associate’s degree or higher preferred, though equivalent education and experience will be considered.

• Customer service experience required.

• At least 1–2 years of experience working in a call center environment or non-profit

• Background in public health, social work, psychology, sociology, criminology, or related social sciences is highly desirable.

• Strong proficiency in web-based systems, CRM tools, chat platforms, as well as Word, Excel, and PowerPoint.

• Excellent verbal and written communication skills to effectively interact with diverse clients.

• Bilingual proficiency in Spanish and English is a plus.

• Ability to manage multiple tasks while maintaining attention to detail and professionalism.

• Perfect attendance is required for the first 3 weeks of the assignment in order to remain part of the team due to training schedule

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.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

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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