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Customer Service Representative, Digital Navigators

Posted by
EveryoneOn
|
Washington, DC
New
|
Published 10 days ago

DIGITAL NAVIGATOR 

Part-Time Contractor Position 

Remote (work from home)

About EveryoneOn

EveryoneOn envisions a more just and prosperous future for all by ensuring every person can harness the transformative power of the internet. No longer a luxury, the internet is the fundamental building block of our digital economy; and yet over 18M households, disproportionately from low-income communities of color, have been priced out and cut off from the most important communications platform and economic engine of our time. EveryoneOn is a national 501(c)(3) nonprofit organization dedicated to fostering social and economic opportunity by connecting people to low-cost internet service and computers, and delivering digital skills training.


About the Role

The Digital Navigator is instrumental to EveryoneOn’s digital inclusion efforts to drive awareness and facilitate adoption of low-cost internet service options across the country. With an immediate focus on eight cities as part of a pilot initiative with Microsoft, the Digital Navigator will utilize customer service best practices to handle calls to EveryoneOn’s internet enrollment assistance hotline, which will include sharing information about low-cost internet service options and facilitating enrollment in an internet offer for families. In addition, the Digital Navigator will conduct outreach to targeted households to provide enrollment assistance, as needed. This position will work with the Vice President of Programs and the Program Manager. This role does not have any direct reports.


Key Responsibilities

Internet Enrollment Assistance (Microsoft Initiative)

  • Employ the digital navigator model and EveryoneOn’s digital equity framework to provide quality internet enrollment support to families across the country, including in Atlanta, East Cleveland, Detroit, NYC, El Paso, Los Angeles, Memphis, and Milwaukee
  • Monitor and respond to inquiries from the EveryoneOn customer service hotline for internet service enrollment support. Calls will be taken in real time or responded to within 24 hours
  • Monitor and respond to inquiries to the internetaccess@everyoneon.org account within 24 hours
  • Utilize EveryoneOn’s Offer Locator Tool to find and share internet service options with callers
  • Utilize Microsoft Dynamics 365 to enter all required data on a timely and regular basis, including the number of inquiries, type of enrollment support provided, contact information, outreach source, and demographic information 
  • Coordinate and manage the mailing and tracking of gift cards to 700 to new internet subscribers, in eight specific cities, to help cover their initial costs
  • Conduct outreach to targeted households to provide internet enrollment information and assistance, as needed 




Customer Service Delivery 

  • Maintain in-depth knowledge of EveryoneOn’s Offer Locator Tool, all the offers listed, and Digital Learning Center in an effort to communicate information and resources to callers effectively 
  • Document and communicate challenges and best practices to Vice President of Programs to inform and improve EveryoneOn’s internet enrollment assistance hotline
  • Provide callers with excellent and friendly customer service experience
  • Whenever possible, capture happy testimonials from callers or new internet subscribers in Microsoft Dynamics 365


Administrative Duties  

  • Meet weekly with the Program Manager, and if needed Vice President of Programs
  • Participate in EveryoneOn team meetings and team retreats
  • Submit timesheets on a timely basis 
  • Help EveryoneOn stay within budget by not exceeding 20 hours per week


Qualifications & Skills


  • A passion for fostering digital equity
  • Experience working with diverse populations, in particular low-income communities of color
  • 1-2 years of customer service or call center experience 
  • Associates Degree or higher preferred 
  • Previous call center or customer service experience required 
  • Proficient in Google Drive and some Microsoft Office Suite
  • Experience working with CRM systems preferred, especially Microsoft Dynamics 365  
  • Strong written and verbal communication skills
  • Must be able to remain positive, tactful, and composed under pressure
  • Must be a team player, collaborative, and solutions-oriented
  • Must be able to work independently, handle large volume of calls, and be detail-oriented
  • Spanish fluency preferred 


Compensation and Application Process

EveryoneOn is looking to hire 1-2 positions, both part-time and contract, in different time zones. This is an hourly wage position set at $20, and will continue until the end of the initiative, estimated to conclude 2021Q4/2022Q1. EveryoneOn is proud to be an equal opportunity employer and encourages people from every background to apply. 


To apply, please submit your resume and cover letter here. The selected candidate will need to participate in a criminal background check.


Learn more about EveryoneOn by visiting our website and social media (Facebook, Twitter, LinkedIn, Instagram). 


Equal Employment Opportunity  

EveryoneOn values a diverse workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EveryoneOn is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

DIGITAL NAVIGATOR 

Part-Time Contractor Position 

Remote (work from home)

About EveryoneOn

EveryoneOn envisions a more just and prosperous future for all by ensuring every person can harness the transformative power of the internet. No…

Details at a Glance

  • Time Commitment
    Part Time Schedule
  • Job Type
    Contract
  • Education
    2-Year Degree Required

Level of Language Proficiency

Bilingual; English and Spanish fluency preferred

Bilingual; English and Spanish fluency preferred

Location

Remote
Work may be performed anywhere in United States
Associated Location
413 K St NE, Washington, DC 20002, USA

How to Apply

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