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