Part Time Call Center Specialist

Part Time Call Center Specialist

This part-time non-exempt position incorporates the following important functions:

Under the direction of the supervisor, this is a part-time Call Center Specialist position (15 – 20 hours per week). The primary role of the Call Center Specialist is to provide information and referral to seniors, persons with a disability and caregivers for both incoming and outgoing calls. Specialists utilize a software program to track incoming and outgoing contacts.

  • Identify and problem solve solutions to callers concerns using database and knowledge of other community resources.
  • Recognize when a caller is experiencing a crisis or requires advocacy and provide appropriate assistance and referrals 
  • Provide solution focused answers to callers that empower them
  • Respond to a high volume of incoming calls (call length can vary widely from 5 minutes to 45 minutes or more)
  • Employs strong interpersonal skills in order to handle difficult calls courteously and professionally
  • Documents calls in accordance with departmental policies
  • Works with peers to solve problems and promotes teamwork
  • Meets or exceeds department’s quality and productivity goals
  • Proficient in Microsoft Word and Outlook and able to quickly learn new software.
  • Excellent typing skills are required
  • Ability to maintain client confidentiality
  • Excellent written and oral communication skills.

Competency:  Communications

  • Call clients to inform them about services
  • Collaborate with other call center professionals to improve customer service
  • Work with consumers over the phone to elicit needed information in order to properly assess needs and make eligibility determination
  • Identify and relay information on appropriate referrals to community resources
  • Provide appropriate customer service and the ability to develop rapport with callers
  • Evaluate the needs of the caller
  • Escalate calls or issues to the appropriate designated staff for resolution, as needed
  • Track and document all inquiries using the applicable systems


Preferred Qualifications:

  • Possess a high school diploma or GED and a minimum of one year of work experience call center services, caseworker, case manager, intake specialist or similar human/customer services related OR
  • Possess an associate’s degree from an accredited college or university OR  
  • Possess a bachelor’s degree from an accredited college or university
  • Knowledge of computer applications to perform the functions of the position, including word processing, database, and spreadsheet applications (Microsoft Office Suite)
  • Will be required to successfully complete specialized training

Rate of Pay:

The salary for this position is $13.00 per hour

To apply for the above position:

Send your resume to Area Agency on Aging, 4400 N. Congress Ave. WPB FL 33407 or email or fax to 561-214-8678.

To apply online: