Helpline Agent-Home Office
Job Title: Helpline Agent –Home Office
Location: U.S. Remote-based or Chicago, IL
Full time: based on37.5 hours per week
Reports To: Team Lead
Who We Are:
The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia - by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,700 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.
We warmly invite qualified applicants to consider this opportunity to make a life changing impact on the millions living with Alzheimer’s, their caregivers and those that may be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to find out more about who we are and why we've been recognized as a Best Place to Work the last 12 years in a row.
You can make a difference as a Helpline Agent in our Contact Center. Helpline Agents serve as a primary contact for the Association, handling incoming calls to the nationwide 24/7 Helpline. These individuals provide high quality customer service support; information and education about Alzheimer’s disease and other dementias, person-centered care strategies, Alzheimer’s research and clinical trials, Association programs and community resources. They collect constituent data, assess callers including identifying high risk, complex and crisis situations that need to be triaged to Care Consultants for clinical assessment, crisis intervention, advanced problem-solving, or emotional support as needed. Helpline Agents also respond to Live Chat and online inquiries.
This position is US-remote based and will include weekend hours, some schedules may be non-traditional hours. The training start date will be July 11, 2022.
Essential functions and responsibilities include, but are not limited to:
- Answer questions and inquiries from callers concerning Alzheimer’s disease and other dementias including symptoms, diagnosis, stages, treatments, research and clinical trials.
- Provide caregiver education and tips using person-centered care strategies.
- Build rapport and engage callers in order to assess their stated and implied needs through probing and clarifying. Appropriately refer complex, high risk, and crisis calls to Care Consultants.
- Handle high emotion, trauma and grief of callers with calmness and empathy, enabling them to assess the situation and take the next appropriate step
- Provide information and registration for Association events and program
- Collect constituent contact and demographic data and document all interactions thoroughly and efficiently into the Association Constituent Relationship Management system.
- Maintain confidentiality of client issues and information.
- Handle a high volume and broad range of call issues successfully.
- Follow established Association Contact Center policies, procedures, and business rules.
- Integrate new knowledge and practices received through new hire and ongoing trainings.
- High School Diploma or equivalent. Associates and/or Bachelor's degree preferred.
- 2-3 years of customer service work experience.
- Good word processing and general computer skills.
- Type 30 wpm.
- Strong oral and written communication skills.
- Able to work a flexible schedule work schedule (day, evening, weekend or holidays).
- Work is conducted within a virtual contact center environment. Home office must have a desk and chair and be a private, confidential workspace without distractions. Internet must be a hard-wired connection and meet speed requirements.
Knowledge, Skills and Abilities:
- Customer service skills including active listening, empathy, and clear and efficient communication.
- Critical thinking and assessment skills
- Ability to handle interactions with constituents involving heightened emotions
- Strong general computer skills including the ability to navigate various different systems and resources, troubleshoot minor technology issues, and set-up own work equipment.
- Attention to detail and effective time management and multi-tasking skills.
- Familiarity with healthcare industry, mental health, aging and disability services, or Alzheimer’s disease
Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.
Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.