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About the Position  
Type: Full Time   
Pay: $18/hr 
Classification: Non-exempt 
Reports to: Contact Center Manager         
Location: Lawrence, MA 

About Us   

Archipelago Strategies Group, Inc. (ASG) is a full-service multicultural marketing agency that focuses on helping all communities gain access to critical information and resources. ASG believes that grassroots mobilization is the key to fulfilling our mission. With our clients, we have increased access to health care, education, and economic opportunities in Massachusetts and across the nation.   

Contact Center Operator 

Archipelago Strategies Group, Inc. (ASG) is looking for a dynamic Contact Center Operator to join our award-winning team. We are looking for a self-motivated, community-oriented, and thoughtful professional who will be responsible for being the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively inquiries, issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. 

Primary Accountabilities  

• Obtain client information by answering telephone calls, chats, emails, and other customer service communication channels; interviewing clients; verifying information 
• Determine eligibility by comparing client information to requirements 
• Inform clients by explaining procedures; answering questions; providing information 
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures 
• Manage large amounts of inbound and outbound communications in a timely manner 
• Follow communication “scripts” when handling different topics 
• Maintain confidentiality requirements 
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives 
• Build sustainable relationships and engage customers by going the extra mile 
• Meet personal/team qualitative and quantitative targets 
• Occasionally attend in-person events (when feasible) 
• Perform other duties as assigned    

Qualifications   

• 1+ year of experience in a customer support role 
• 1+ year experience in case management 
• Experience using databases or customer relationship management systems a plus 
• Experience with enrollment in government programs a plus  
• Strong phone and verbal communication skills along with active listening 
• Customer focus and adaptability to different personality types 
• Ability to multi-task, set priorities and manage time effectively 
• High school degree 
• Ability and willingness to travel  
• Access to the internet is required   
• Flexibility to work evenings and weekends, especially during project peaks, is required   
• Bilingual required; fluent in English and Spanish/Portuguese /Haitian Creole  

Skills 

• Verbal communication 
• Phone and written messaging skills 
• Listening 
• Data entry skills 
• People skills 
• Customer service 
• Attention to detail 
• Professionalism 
• Strong interpersonal skills, including the ability to work with diverse groups of people  
• Commitment to creating awareness around equity, and inclusion    

Benefits and Compensation: 

• Health, Dental, Vision, and Life Insurance 
• 401(k) 
• Salary range for this position is commensurate with experience 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.   

Archipelago Strategies Group, Inc. (ASG) is committed to a policy of equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, sex, age, national origin, religion, physical or mental disability, pregnancy or pregnancy related condition, sexual orientation, gender identification, genetic information, membership in the uniformed services or any other classification which is protected under state or federal law.