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Service Center Representative

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The Service Center Representative is the primary contact for inbound calls to Thresholds, routing calls to help ensure customer satisfaction and agency-wide intake for clinical services and acts as a resource for both internal and external callers. The role also provides clerical and/or administrative support to the Access and Implementation Program Director as assigned.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • In collaboration with the Program Director, utilizes the current system used by Thresholds for tracking metrics on inbound calls.
  • Follows established procedures, accurately assigns wrap up codes to each call received.
  • Manages the main Thresholds phone line, acting as the ‘first point of contact’ for customers contacting Thresholds. Must be able to redirect calls to the appropriate staff or team.
  • Communicates with customers and agency staff with email, fax and other methods as needed.
  • Provides excellent customer service to both agency staff, members and to individuals who are contacting Thresholds.
  • Alerts the Program Director to any crisis or sensitive information so it can be handled expeditiously.
  • Maintains a detailed understanding of the requirements for intake into the various programs at Thresholds; conducts screenings to determine eligibility.
  • Provides clerical support to the Access & Implementation Department as directed.
  • Independently provides accurate and timely information to your supervisors on all topics and issues related to the operation of the Service Center.
  • As with all staff members, paperwork is an important part of your job and you are responsible for finishing all assigned work completely and on time and are equally responsible for the metrics measuring the success of the department. This work may include but is not limited to reporting data to internal and external departments as required by your supervisor. The evaluation of your job performance includes the quality and timeliness of your written work.

                    MARGINAL DUTIES & RESPONSIBILITIES

                    • May be required to be responsible for maintaining confidential files including electronic records according to agency policy. All Thresholds records are to be maintained in such a fashion as to prevent unauthorized access as well as to reasonably protect them from fire, water damage or other hazards. Electronic records will be backed-up in accord with agency guidelines.
                    • May be required to organize records and projects in a systematic fashion.
                    • Other duties as assigned.

                          EDUCATION

                          • High school diploma or GED required.
                          • Associates Degree desired.
                          • Bachelor’s degree preferred.

                          EXPERIENCE

                          • Five or more years of progressive clerical responsibilities.

                          SKILLS/CERTIFICATIONS

                          • Strong computer skills.
                          • Must have comprehensive knowledge of Microsoft Office products.
                          • May be required to have knowledge or learn other pertinent software products.
                          WHAT SETS THRESHOLDS APART
                          • Competitive pay - Pay Range: $19.00 - $21.00/hour
                            • Based on education and experience
                          • Generous PTO
                          • Dental insurance, vision insurance, choice of 4 medical insurance plans
                          • 403(b) retirement plan with 3% employer match
                          • Cell phone reimbursement (up to $50/month)
                          • Robust employee assistance program (EAP)
                          • Public service loan forgiveness
                          • Supervision for clinical licensure at no cost (LSW, LCSW, LPC, LCPC)

                          Thresholds is a mission-driven agency with a deep commitment to fostering an environment where all feel valued and respected, a place where every employee can be themselves, thrive, and support the agency’s mission. Click here to learn more.

                          One of the oldest and largest community mental health organizations in Illinois, we pride ourselves in being a Chicago Tribune Top Workplace and one of Chicago’s 101 Best & Brightest Companies to Work For, several years in a row.