Wounded Warrior Project’s (WWP) Warrior Coordinator position provides helpline assistance, internal and external information, referral services, and outreach to wounded warriors and their family members. The WWP Resource Center is a multi-channel contact center that serves and supports wounded warriors and their families.
Areas of Responsibility:
- Help enable wounded warriors to cope, adjust, and thrive post-injury
- Provide emotional support to warriors, caregivers, and family members who contact the Resource Center
- Provide general support assistance
- Triage warrior and family support member needs and place referrals as appropriate
- Provide external resources as necessary
- Complete documentation following each interaction
- Participate in ongoing development and training as it relates to programmatic changes
- Identify eligibility
- Research and vet external organizations to enhance the Information and Referral database
- Respond to inbound warrior and family member contacts via phone, email or other communication channels
- Call out or email out to warriors and family members for follow-up, progress tracking, and engagement
- Other related duties as assigned
Educational Background:
Associate’s degree required.
Skills/Experience:
- Proficiency in emailing and helpline email and phone etiquette, phone systems and database entry
- Excellent oral and written communication skills to include typing proficiency
- Proactively communicate with warriors and family members to facilitate the registration process and answer eligibility questions
- Coordinate alumni registration and verification process
- Utilize effective probing techniques
- Proficiency in the use of Microsoft Office programs
- Good organizational skills, interpersonal skills, ability to prioritize work
- Effectively handle multiple priorities, with strong attention to detail in a fast paced environment
- Must be a team player, able to communicate with diverse personalities in a tactful and flexible manner
- May require shift rotation, to accommodate extended resource center hours
- Requires occasional travel
- Upon hire, successfully complete four (4) weeks of intensive Resource Center training
- Able to work flexible hours (occasional evening hours)
Education & Experience Requirements
- Two (2) years of call center or customer service experience in a retail, hospitality, or healthcare industry work experience will be considered in lieu of the degree
- Minimum of one (1) year of experience within a contact/call center preferred
- Prior experience within a nonprofit, government call center, or military family support services environment preferred
- Familiarity with military culture and related injuries/illnesses preferred
- Prior experience with crisis calls and/or escalation procedures preferred
- Salesforce experience preferred
- Bilingual in English and Spanish preferred
- Must be able to travel up to 25% of the time including overnight travel
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 10 2018
Active Until:
Aug 10 2018
Hiring Organization:
Wounded Warrior Project, Inc.
industry:
Nonprofit