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Full-time
high school
Health insurance, Dental insurance, Vision insurance, Flexible spending account, Long term disability, Life insurance
Posted 9d ago
~40 hrs/week
Responsibilities
The Community Resource Specialist provides assessment, crisis intervention, and information and referral services to customers via phone, chat, and text. They also document contacts in a database and collaborate with community partners to develop effective action plans.
Requirements
Candidates must have at least a high school diploma or GED and a minimum of one year of customer service experience, preferably in social services. Proficiency in computer use and the ability to obtain Inform USA certification within 90 days are required.
Full job description
IMPACT, a non-profit organization, offers a competitive pay with a full benefits package for a hybrid, full time, 2nd Shift Community Resource Specialist for our IMPACT 211 team.
Since 1960, IMPACT has been serving Southeastern Wisconsin, helping people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.
Our role is critical. Critical conditions. Critical connections. Critical change.
We believe that the services we provide are enhanced when various groups of people with unique ideas come together. Applicants whose work incorporates a global perspective and a demonstrated commitment to various issues in human services are particularly encouraged to apply.
Position Summary:
IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Community Resource Specialist (CRS) provides quality support to all of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise. Answers IMPACT 211 information and referral line and its tie-in agency's incoming telephone calls, chats, and texts. Community Resource Specialist provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.
Principle Responsibilities:
Provides assessment, problem solving, information and referral, and crisis intervention, when necessary, in an empathetic and nonjudgmental manner.
Assist customers in developing an action plan.
Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
Accurately document customer contacts in a computerized database and other means.
Provides advocacy for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs, or groups.
Participates in ongoing training and staff meetings.
Keeps informed of and demonstrates knowledge of all special service programs.
Ability to effectively work in and adapt to ongoing necessary changes.
Works varying work schedules.
Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality
Actively participate in and support the organization's initiatives.
Abilities/Skills:
Exceptional customer service skills, both internally and externally.
Able to work effectively in a team-oriented environment.
Exceptional verbal and written communication skills.
Good judgment, problem solving and decision-making skills.
Bilingual ability preferred.
Possesses cultural competency skills to work effectively with diverse customers and staff.
Ability to respond effectively to a variety of social service needs.
Ability to adapt to and apply on-going program development changes.
Dedication to problem solving and empowering others
Solutions orientated and have ability to multitask
Professional and Reliable
Interested in personal growth and development
Qualifications:
High School Diploma, or GED, or higher
Inform USA certification within 90 daysfrom date of eligibility
A minimum of one year of customer service experience, preferably in the social service field
Inbound call center experience preferred.
Computer proficiency necessary
Reside in the State of Wisconsin
Training & Schedule:
Schedules alternate between week 1 and week 2. Week 1 will be Monday - Friday. Week 2 will require you to work both Saturday and Sunday and have two weekdays off. Second shift hours are 1p-9p and/or 3p-11p. Training will be held during the first 60-90 days of employment and will be conducted onsite and remotely.
Benefits (eligible on the 1st of the month, following 30 days of employment):
Health insurance, Dental and Vision
Flexible Spending - Employees can make pre-tax payroll deductions for medical and childcare expenses.
Free Long Term Disability
Free Life & AD&D
Employee Assistance Program (EAP) - Offers 24/7 resources to employee and family for personal, financial, emotional, legal issues. No cost to the employee
AFLAC - IMPACT offers supplemental insurance on an employee voluntary contribution basis.
401(K) Plan - Eligibility is six (6) months of service and 500 hours.
Paid Time Off (PTO) begins accruing with the first day of work. This time can be used after the initial 90-days.
IMPACT observes (11) Holidays - New Year's Day, Dr Martin Luther King Jr Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.
IMPACT IS AN EQUAL OPPORTUNITY EMPLOYER
Related keywords
Non-profitCommunity resourceContact centerCrisis interventionSocial servicesInformation and referralCustomer satisfaction surveyAdvocacyDatabase managementInform USA certificationInbound call centerCultural competencyCase managementClient confidentialityHuman services
IMPACT helps people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement throughout Southeastern Wisconsin.
We do this through:
• Comprehensive assessment of complex problems
• Expert navigation and connection to appropriate resources
• Collection, analysis and interpretation of data
• Implementation of research-based planning and process evaluation
Offices: 6737 W. Washington Street, Suite 2225, Milwaukee, WI 53110, US
Assessment and ReferralAlcohol and Drug ConsultationDrug-Free Workplace PolicyWorkgroup AssessmentManagement TrainingFacilitation and ResolutionEmployee Assistance ProgrammingCritical Incident ServicesCommunity PlanningResearch Analysis
How much do Customer Service & Support jobs in Wisconsin pay?
Based on 1098 listings with disclosed salaries, most customer service & support jobs in Wisconsin pay between $45k–$100k per year. Individual offers vary with seniority, company size, and specialization.
How many Customer Service & Support jobs are open in Wisconsin right now?
There are currently 15,682 open customer service & support positions in Wisconsin listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Wisconsin?
Companies currently hiring include Domino's, Kwik Trip, Inc., Marcus Corporation, Festival Foods, Kroger, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Wisconsin?
Yes — 708 of the 15682 open customer service & support positions offer remote or hybrid work (298 remote, 410 hybrid).
How do I apply for Customer Service & Support jobs in Wisconsin?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
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