Customer Care Representative

Company name: Philadelphia Corporation for Aging

Title of position: CUSTOMER CARE COORDINATOR

Position type: Full Time

Pay range: Internal Promotion

Department: HELPLINE

THE ORGANIZATION

A private nonprofit organization founded in 1973, Philadelphia Corporation for Aging (PCA) is a large agency that is part of the Area Agency on Aging (AAA) nationwide network. Founded as a result of the federal Older Americans Act, the AAAs are mandated to "facilitate the area-wide development and implementation of a comprehensive, coordinated system for providing long-term care in home and community-based settings, in a manner responsive to the needs and preferences of older individuals and their family caregivers." PCA carries out this mission through advocacy, stewardship of public funding, planning, development and administration of programs, and service coordination.

The mission of PCA is to improve the quality of life for older Philadelphians and those with disabilities and assist them in achieving the greatest possible levels of health, independence, and productivity.

Benefits:

• Medical, prescription drug, vision, and dental coverage
• Flexible spending plan (health and dependent care)
• EAP, life insurance, short- and long-term disability insurance
• Pre-tax commuting, and parking benefits
• 403(b) retirement plan with employer contributions and optional employee pre-tax contributions.
• Annual paid time off includes 13 holidays, 10 sick days, 2 personal days, and vacation depending on tenure.

DEFINITION: Under the supervision of the Aging and Disability Resource Center Manager, this position performs the ADRC's Person Centered Counseling function and provides the PCA Helpline assessment for other services. This position focuses on consumers seeking services from the Area Agency on Aging (AAA). This position has a requirement of in-office duties at least two days per week. Responsibilities include providing information and referral services related to the Aging and Disability service network in Philadelphia County through multiple channels.

Requirements:

QUALIFICATIONS:

Education and Experience:

• Bachelor's Degree preferred
• Knowledge of Aging and Disability resources
• Multi-lingual applicants preferred
• Minimum 1-2 years' experience in social work or call center environment
• Face to face interviewing skills a plus
• Competence with computer technology and databases including Microsoft Office

Professional Characteristics:

• Comfortable interacting with people on the telephone and in person.
• Good interpersonal skills with sound judgment.
• Able to work independently in a solitary work setting.
• Good verbal and written communication skills.
• Self-starter, able to follow through and complete tasks.
• Excellent organizational, critical thinking, problem-solving, and decision-making skills.
• Flexible approach to work.
• Warm, pleasant, helpful demeanor.

Additional Requirements:

• Pre-employment physical.
• Drug testing.

DUTIES AND FUNCTIONS:

a. Interact with people who come to PCA offices looking for help, assistance and information concerning programs and services available through PCA and/or the Aging and Disability service network in Philadelphia County.

b. Screen and provide Person Centered Counseling to eligible consenting consumers. Person Center Counseling is available to an individual with multiple Long-Term Service and Support Needs

c. Attend all Person-Centered Counseling training and other required Aging and Disability network training.

d. Responsible for staying informed and up to date about local aging and disability system resources.

e. Proficient use of systems and processes used to complete Person Centered Counseling and PCA telephone systems, including Language Line, when needed

f. Conduct intake and referral for PCA services and programs.

g. Maintain records and produce reports as required.

h. Contribute to upholding a highly supportive team culture.

i. Performs other duties as assigned by supervisor or department head.

PERFORMANCE EXPECTATIONS:

• Reliable and dependable, good attendance record.
• Provide and apply excellent customer service skills in all interactions.
• Provide accurate, complete intakes, up-to-date information and appropriate referrals.
• Successfully manage telephone and data systems.
• Produce accurate reports.
• Ability to concisely document entries in SAMS.
• High degree of compliance with PCA/State policies and regulations.
• Successfully log and resolve customer service complaints.

Band: PCANEP - 3

For information on Philadelphia Corporation for Aging, including more information on our company culture, visit our website at

All applicants will receive an acknowledgement that their application has been. Those candidates selected for further consideration will be contacted.

Philadelphia Corporation for Aging is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.