Customer Contact Specialist

Position Description:

Assists Contact Center leadership team in the daily operations to help drive the Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' vision of ending poverty.  Serves internal and external customers in multiple markets and servicing multiple business lines; via telephone, chat, video, email, and other electronic forms of communication. Conducts needs analysis for each caller and refers them to the appropriate team.

Essential Duties and Responsibilities:

• Collaborates with other business areas to execute operational plans to achieve daily and weekly goals set forth by GCNA and Mission Services.
• Achieves daily, weekly, monthly, and yearly call and service goals with proper documentation and process alignment.
• Accurately tracks and reports defined metrics as requested by management.
• Provides excellent customer service to both internal and external clients.
• Delivers professional and timely service during all communications to reflect the GCNA and Mission Services brand appropriately. 
• Serves as a GCNA ambassador to both internal and external customers.
• May partner with outside organizations to accomplish tasks.
• Prepares job seekers virtually for the current job market by assisting them with the completion of applications, resumes, and other career search related activities. 
• Supports all departments in any outreach or virtual needs.
• Conducts needs analysis of callers, identifying client talents and skills, and accurately refers them to available internal and external training, employment opportunities, services, or events.
• Maintains accurate records; daily calls/activities and services provided, including but not limited to employment events, case notes, and support services assigned. 
• Supports on-site and off-site events; assisting partner departments, outbound calls, Mission Services events/trainings, etc.
• Assists in collaborating with support areas (Asset Protection, Human Resources, Safety, Finance, etc.) to further business goals and ensure compliance with applicable policies, procedures, and regulations.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Provides support to other Team Members, as needed.
• May travel to other locations, as needed.
• Maintains regular and consistent in-person attendance.
• Performs other duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma or GED preferred
• Level One Fingerprint Clearance Card IVP Required
• Veteran experience preferred
• Ability to maintain confidentiality
• One year fostering customer relationships or call center experience, Social Service or Career Services experience, preferred
• Ability to have difficult conversations across multiple business lines and markets
• Excellent internet navigation required with the ability to multi-task and use multiple system and software applications in a fast-paced environment
• Ability to speak and read English proficiently, Bilingual a plus
• Demonstrates high level of detail orientation, professionalism and business acumen
• Ability to produce documents written with clearly organized thoughts using proper sentence construction, punctuation, and grammar
• Proficient in MS Office Suite and Google Drive
• Ability to pass a background check and drug screen, where applicable for position

Reasonable Accommodation Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 3 Medical Plans.
• Employer Funded Health Reimbursement Account (HRA).
• 3 Dental Plans.
• Vision Plan.
• 401K Traditional and Roth Plans.
• Employer Paid Life Insurance.
• Employee Assistance Program (EAP).
• Paid Time Off; Sick and Vacation.
• Paid Holidays.

These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Central and Northern Arizona  at 1-833-624-0920 option 6 or [email protected]  if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Central and Northern Arizona, please contact our Candidate Support Line at 1-833-624-0920, option 5.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. (“GCNA/GIMV”) are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote “interviews,” and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses, which contain “@goodwillaz.org” or @gimv.org”, to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job.  If you are contacted by someone about an open job at GCNA/GIMV, please verify the domain of the sender’s email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam, please visit the Department of Homeland Security’s Cyber Smart website (https://www.cisa.gov/be-cyber-smart/campaign) to learn how to report it.