Junior Inbound Call Center Representative

Location: Indianapolis, IN (Onsite)
Duration: 15+ Months, with potential for extension or full-time conversion
Interview Process: Phone and In-Person

Job Summary

We are seeking an Inbound Call Center Representative to handle incoming calls, assist callers with inquiries, maintain accurate records, and provide administrative and clerical support. The ideal candidate will have strong communication skills, a customer-focused attitude, basic computer proficiency, and the ability to perform routine office tasks accurately and efficiently.

Key Responsibilities

• Answer incoming calls on the 800 helpline promptly and professionally.

• Record caller information accurately using client contact forms and designated records.

• Transfer calls to available volunteer counselors or provide appropriate assistance when volunteers are unavailable.

• Respond to calls from counselors regarding availability, materials, and supplies.

• Perform daily data entry and maintain accurate client contact records, files, and forms.

• Monitor voicemail messages for information packet requests at least twice daily.

• Forward callback messages to the appropriate volunteer supervisors by the end of the day.

• Prepare information packets, labels, mailings, copies, and other program materials.

• Assemble training materials for counselors and presentation materials as requested.

• Monitor office supplies and notify the office manager when replenishment is needed.

• Organize deliveries, maintain an orderly work area, and recycle unwanted paper and boxes.

• Assist with special mailings, emails, recorded phone messages, list updates, and other administrative duties as assigned.

• Follow established procedures, agency policies, and applicable requirements when communicating with callers.

Required Qualifications

• Strong verbal communication and telephone etiquette.

• 2 years of Data entry exp

• Customer service skills and a professional, courteous approach to handling calls.

• Basic computer skills and accurate data entry abilities.

• Good attention to detail and recordkeeping skills.

• Ability to manage routine administrative and clerical tasks efficiently.

• Ability to follow established procedures and communicate information accurately.

• Strong organizational skills and the ability to maintain orderly records and workspaces.

Preferred Experience

• Previous experience in a call center, customer service, receptionist, front desk, or administrative support role.

• Experience handling incoming calls, maintaining records, preparing documents, or performing data entry.

• Familiarity with basic office equipment, document preparation, mailings, and Microsoft Office applications.