Customer Service Representative

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.

• 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. • 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.