Description We are a non-profit organization located in East Syracuse, New York, seeking a dedicated Customer Service Representative to join our collaborative team. In this role, you will serve as a crucial support system for individuals experiencing mental health or suicidal crises, providing compassionate assistance and connecting them with relevant community resources. Your responsibilities will include active listening, problem-solving, and safety planning, all while maintaining a high level of empathy and cultural competency. Responsibilities • Serve as the initial contact for incoming calls, offering compassionate and empathetic support to individuals in crisis. • Conduct suicide screenings, assessments, and safety planning for all contacts, in accordance with our Suicide Safety Policy. • Utilize your problem-solving skills to de-escalate situations and provide emotional support to callers. • Navigate web-based databases to assess caller needs and provide them with pertinent information and referrals to community resources. • Collaborate with emergency services, coordinating assistance for callers when necessary. • Accurately and promptly document all interactions, ensuring all relevant information is recorded for future reference. • Consistently meet call center performance metrics as defined by our organization and accrediting bodies. • Maintain strict confidentiality and adhere to ethical guidelines when handling sensitive information. • Regularly attend organization and division staff meetings, as well as opportunities for continuous learning, to stay informed about best practices, policies, and protocols. • Handle multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies. • Show adaptability in managing various types of crises, adjusting quickly to rapidly changing situations and environments. Requirements • At least 1 year of experience in a customer service role • Demonstrated experience in a call center environment • Proficiency in managing inbound and outbound calls • Strong customer service skills, with the ability to effectively handle customer inquiries • Experience in data entry, ensuring accurate and timely input of customer information • Proficient in email correspondence, maintaining detail oriented and timely communication with customers • Experience in a non-profit industry is a plus, but not essential • Strong interpersonal skills and the ability to work in a team-focused environment • Excellent problem-solving skills and the ability to effectively handle customer complaints • High school diploma or equivalent is required, higher education is a plus TalentMatch® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .