Job Description

Job Title: Call Center/Customer Service Representative

Location (Remote, Hybrid, In-Office Address): Hybrid (Washington DC)

Industry: Healthcare Association

Pay: $20/hour

Type: Contract (Indefinite)

Background Check: Required

About the Role:

This position involves supporting individuals affected by a major health condition, their caregivers, and healthcare providers by providing nonmedical information and fostering meaningful engagement. This is a mission-driven role in a dynamic and supportive environment.

Job Description:

This role entails engaging constituents via calls, emails, and chat, addressing inquiries, providing critical resources, and fostering donor and member relationships. The position requires empathy, attention to detail, and the ability to handle complex information effectively.

Key Responsibilities:

• Conduct consultative, open-ended interviews to assess needs and provide accurate information.
• Answer inbound calls and make outbound calls to donors, expressing gratitude and addressing questions/concerns.
• Meet quality and performance standards while multitasking in a fast-paced environment.
• Navigate and maintain accurate records in the organization’s database.
• Analyze and interpret information to deliver clear, concise responses.
• Use a provided script to inquire about additional donor contributions where appropriate (not a sales role).
• Collaborate with team members to support department and organizational missions.
• Perform other duties as assigned.

Qualifications:

• Experience:
  • 1-3 years of customer service or call center experience (must be on the resume).
  • Strong problem-solving skills and a passion for delivering exceptional customer service.
  • Ability to retain and relay complex information.
• Technical Skills:
  • Proficient in Microsoft Office Suite and Google Workspace (GSuite).
  • Comfortable using databases for constituent management.
• Soft Skills:
  • Mission-driven, empathetic, and patient.
  • Flexible, communicative, and articulate.
  • Quick to adapt to new processes and committed to accountability.
• Education:
  • High School Diploma required; Bachelor’s degree preferred.

Perks:

• Be part of a mission-driven organization directly helping those affected by a major health condition.
• Extensive training provided to ensure success.
• Opportunity for long-term growth and potential conversion to a full-time role.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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