Call Center Operator - Irving, TX

Under direct supervision of the Call Center Manager, MADD’s Call Center Operator will be the first point of contact for MADD’s Victim Impact Panel (VIP) Call Center, providing assistance, answering inquiries, and resolving issues in a professional and timely manner. This role requires excellent communication skills, a positive attitude, and a commitment to delivering exceptional service.  

RESPONSIBILITIES: 

• Provide consistent and efficient customer service to MADD staff and Victim Impact Panel (VIP) contacts. 
• Handle inbound and outbound calls, emails, chats, etc. from customers and internal staff, addressing their queries, concerns, and requests with courtesy and professionalism. 
• Work within a helpdesk que to ensure tickets are addressed in a timely manner, tracked through their lifecycle, and resolved satisfactorily. 
• Identify and resolve customer issues efficiently and effectively, utilizing available resources and escalating complex issues to appropriate channels when necessary. 
• Learn and understand program goals and objectives for MADD’s VIP program and be able to, when necessary, make decisions based on the program policies and procedures. 
• Accurately input and maintain customer information, inquiries, and actions in the company's database or CRM system (Salesforce). 
• Adhere to established call center protocols and quality standards, ensuring compliance with company policies and procedures. 
• Collaborate with team members and other departments to resolve customer issues, share knowledge, and improve overall service delivery. 
• Adapt to changing priorities and customer needs, remaining flexible and responsive in a fast-paced environment. 
• Maintain confidentiality of program participants. 
• All other duties as assigned.  

QUALIFICATIONS:

• High School diploma or equivalent. 
• Bilingual highly desired, including proficiency in business Spanish speaking and writing. 
• 1 years of previous call center experience handling customer service calls. 
• Must have exceptional internal and external customer service orientation. 
• Must have demonstrated computer skills including Microsoft Excel, Word and Outlook and be familiar with entering data into online systems. Should also have basic record keeping and math skills. 
• Excellent communication skills with the ability to develop and convey thoughts clearly, logically and concisely both orally and in writing, using appropriate grammar and command of the English language. 
• Ability to work both independently and with others to resolve issues and maintain composure and professionalism in an environment of changing and/or multiple priorities. 
• Must be able to work on a time table, meet deadlines, follow instructions and accept direction on given assignments. 
• Ability to maintain a good working relationship with fellow co-workers and supervisor. 
• Must have reliable transportation and be on time to shifts. Flexibility to work occasional overtime as needed. 
• Strong work ethic with the ability to maintain a high activity level. 
• Ability to maintain social, ethical and organizational standards in job related activities, at work and in the community. 
• Ability to maintain workplace confidentiality and take ownership/accountability for own actions and aspects of the job. 
• Demonstrated commitment, passion and compassion for the mission of MADD.  

BENEFITS: 

Eligible within first 30-45 days
Health, Dental, Vision
Retirement 403(b) employer matching
4 weeks accrued vacation
12 Paid Holidays per calendar year
Up to 3 Floating Holidays per calendar year
Paid Sick Time
Modified Tuition Reimbursement
Maternity/Paternity Leave
Basic Life, AD&D, Short-Term and Long-Term Disability Insurance covered by Employer
FSA, HRA
Employee Assistance Program 

How to Apply: Please provide resume to our hiring team via the blue APPLY NOW button