911 Call Diversion Specialist - Remote Position

About the Role

We are seeking a dedicated 911 Call Diversion Specialist - Remote to join our team. In this role, you will play a crucial part in managing emergency calls and providing vital support to individuals in crisis. As a remote specialist, you will utilize your communication skills and problem-solving abilities to assess situations and divert calls to the appropriate resources.

What You'll Do

• Handle incoming emergency calls with professionalism and empathy.
• Evaluate the nature of each call and determine the best course of action.
• Provide emotional support and guidance to callers in distress.
• Document all interactions accurately and maintain detailed records.
• Collaborate with local authorities and mental health professionals to ensure effective intervention.
• Participate in training sessions to enhance your skills and knowledge in crisis management.
• Utilize Microsoft 365 tools for documentation and communication.
• Engage in weekly check-ins with supervisors to discuss challenges and successes.

Requirements

• 2-5 years of experience in customer support or crisis intervention.
• Strong communication skills and the ability to remain calm under pressure.
• Experience in call handling and telephonic support.
• Familiarity with risk assessment and problem-solving techniques.
• Proficiency in Microsoft 365 applications.
• Ability to work flexible hours and adapt to changing situations.
• Background in behavioral health or mental health support is a plus.

Nice to Have

• Experience in a contact center environment.
• Knowledge of A/B testing and conversion rate optimization.
• Familiarity with Google Analytics and digital marketing strategies.

What We Offer

• Excellent medical, dental, and vision coverage.
• Annual wage increases and generous Paid Time Off.
• Flexible schedules and growth opportunities.
• Self-care tools and weekly check-ins with supervisors.
• Voluntary benefits including disability and retirement plans.