Job Title: Helpline Agent (Home Office)
Location: Chicago, IL or US-Remote based
Work Hours: Full-time (based on a 37.5 hour work week) and Part-time
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 to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
You can make a difference as a Helpline Agent. Helpline Agents serve as a primary contact for the Association, handling incoming calls and requests to the Association Call Center. These individuals provide high quality customer service support; general information and education about Alzheimer's disease and the Association. Helpline Agents collect data, assess callers' needs and triage calls to Helpline Counselors when an advanced level of phone support or counseling is needed. Helpline Agents also respond to mail and email inquiries, and assist with fulfillment activities.
This position is located in downtown Chicago or US-remote based and will include weekend hours, some schedules may be non-traditional hours. The training start date will be June 7, 2021.
- Answer questions and inquiries from callers.
- Provide general information about Alzheimer's disease and answer questions regarding the Association's activities, events and programs.
- Collect demographic data and enter it into computerized database.
- Assess and refer calls appropriately to care consultation, chapters or others within the Association.
- Maintain appropriate documentation and follow-up appropriately.
- Handle a high volume and broad range of call issues successfully.
- Prioritize inbound calls and/or perform outbound calls as needed.
- Adhere to a confidentiality agreement.
- Integrate new knowledge and practices resulting from training.
- Follow established association Call Center policies and procedures.
- Respond to written requests for information (via mail and email).
- Identify resources to respond to unique or unusual requests from callers.
- Conduct customer satisfaction surveys via outbound calls and respondent surveys.
- 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.
- Familiarity with healthcare industry, mental health or Alzheimer's Disease.
- Able to work a flexible schedule work schedule (day, evening, weekend or holidays).
- Bilingual language capabilities desired (English and Spanish).
Knowledge, Skills and Abilities:
- Ability to prioritize and organize competing tasks and ask for support when needed.
- Strong customer service skills exhibiting empathy, positive language, and effective listening.
- Ability to critically think through situations or issues that arise in order to make informed recommendations.
- Proficiency with software systems and technology
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, tuition reimbursement, generous PTO 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 an Elder Care Facility Day of their choosing, plus Caregiver Leave.
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.