Call Center Representative

Summary

Join the Down Syndrome Association of Wisconsin as a Call Center Representative/Navigator and make a difference in the lives of individuals with disabilities. This remote position (preferred Wisconsin residents) offers a flexible schedule (12:30 pm – 4:30 pm, M-F, with potential for additional hours) and pays $18-$20 per hour based on experience. You will be the primary point of contact for incoming calls, providing exceptional customer service and efficiently routing callers to the appropriate resources. Success requires strong communication, multitasking, and problem-solving skills. The ideal candidate will possess a professional demeanor and the ability to remain composed under pressure. This is an opportunity to join a team that values its staff and fosters an exceptional work culture.

Requirements

• Strong interpersonal and communication skills
• Able and willing to be a team player, work well with the team, and with a supervisor
• Ability to remain composed under pressure and handle a high volume of calls efficiently
• Excellent organizational and multitasking abilities
• Reliable internet connection
• Strong technical skills will utilize Salesforce, Vonage (phone) and Google Office products
• Interpersonal: Demonstrates warmth, insight, interest, and respect for people with disabilities
• Able and willing to be a team player and strong communication skills
• Ability to manage oneself while working remotely
• Ability to multitask and adhere to timelines set forth for quality management

Responsibilities

• Serve as the primary point of contact for all incoming calls related to DSAW, Think Ability Wisconsin, the ADRC, and the Tribal Nation Partners Locator Service
• Deliver exceptional customer service by handling inquiries courteously and professionally
• Accurately direct calls to the appropriate departments within the organization or to relevant ADRC agencies statewide
• Maintain a calm and helpful presence while managing multiple calls and tasks simultaneously
• Troubleshoot issues as they arise and ensure smooth communication across all channels
• Document calls in Google and Salesforce
• Other duties as assigned

Preferred Qualifications

Previous customer service or call center experience