Community Resource Specialist
Position Description:
Community Resource Specialists (CRS) play an essential role in creating the NowPow product, a robust inventory of searchable service information. CRSs conduct comprehensive research via web and phone with the businesses and organizations in the communities we support, working primarily in a contact center environment. CRSs may also be assigned special projects related to analysis and maintenance of our resource directories. Applicants will be required to take a computer and written skills assessment as well as a Caliper Assessment before consideration. Qualifying CRSs will demonstrate acute attention to detail, a willingness to problem-solve, a positive attitude, excellent communication (written and verbal) skills, and the ability to work as a member of a diverse team.
Responsibilities:
- Quickly build an excellent working knowledge of NowPow’s resource directory architecture: service categories, service types, algorithms, and SLS technology
- Communicate with community organizations to confirm and verify profile information via email and telephone while following specific protocols on content and style
- Meet and maintain daily production quotas of service information research and organization verifications
- Engage CBOs (community-based organizations) via phone and email to promote and encourage use of NowPow tools
- Take part in weekly department, team, and one-on-one meetings related to process and product improvement
- Participate in and lead process improvement projects meant to increase the effectiveness, quality, or efficiency of departmental processes
- Additional tasks as needed
Key Duties & Qualifications:
- Candidates must be detail oriented; experience with data entry preferred
- Experience using online and database resources required
- Ability to carefully read and occasionally edit descriptions of services such as food pantries, health insurance enrollment, etc. required
- Ability to write syntactically and grammatically correct sentences is required
- Advanced experience working with Microsoft Word, Excel, Outlook (and/or Google equivalents) and basic internet navigation and electronic communication skills required
- Prior experience with telephone interviewing/surveying greatly preferred
- Flexibility and ability to adapt to frequent procedural changes