Call Center Agent / Intake Support Specialist

Call Center Agent / Intake Support Specialist

Location: Phoenix, AZ

Work Type: On-site

Employment Type: Contract

Schedule: Thursday to Monday

Shift: 12:30 PM – 9:00 PM or 1:00 PM – 9:30 PM

Pay Rate:

W2: $27.00 – $29.00/hour

1099/C2C: $30.00 – $33.50/hour, depending on experience

Position Summary

SunSoft Online is seeking a Call Center Agent / Intake Support Specialist for an on-site opportunity in Phoenix, AZ. This role involves handling calls and written concerns related to alleged child abuse and neglect. The selected candidate will conduct phone interviews, gather information, complete detailed data entry, and write clear professional narratives.

This is a high-responsibility role requiring strong communication skills, emotional maturity, accuracy, and the ability to work calmly in stressful situations.

Key Responsibilities

Screen concerns related to alleged child abuse and neglect.

Conduct comprehensive phone interviews and gather detailed information.

Determine whether concerns meet reporting criteria for investigation.

Write clear, accurate, and professional narratives.

Perform detailed data entry while handling phone interviews.

Respond to the public in a professional, respectful, and unbiased manner.

Use computer systems, call center applications, and Microsoft Office tools.

Follow assigned schedules, including shift times, breaks, and lunches.

Complete all required documentation before the end of each shift.

Process general inquiries and non-abuse correspondence involving children in DCS custody.

Cross-report information to law enforcement or other appropriate agencies when required.

Work overtime when business needs exist, including nights, weekends, and holidays.

Required Qualifications

Bachelor’s or Master’s degree from an accredited college or university.

At least 1 year of social service or behavioral health experience.

Must be local to Phoenix, AZ at the time of submission.

Must be available for an in-person interview within one week of posting close.

Must be able to start within two weeks of an offer.

Must be comfortable working on-site in a busy call center environment.

Must be able to type at least 45 words per minute.

Must be able to pass required background check and drug screening.

Required Knowledge

Child protection laws and child welfare processes.

Normal child development stages.

Physical and behavioral indicators of abuse and neglect.

Effects of substance abuse, mental health, domestic violence, and poverty on families.

Roles of courts, law enforcement, hospitals, schools, mental health agencies, and other child/family service providers.

Conflict resolution techniques.

Community resources.

Microsoft Office Suite, including Outlook, Word, PowerPoint, Teams.

Call center applications.

Required Skills

Strong active listening skills.

Excellent verbal and written communication.

Ability to remain calm during high-stress calls.

Strong critical thinking and reasoning skills.

Ability to make time-sensitive decisions independently and accurately.

High attention to detail.

Strong typing and data entry skills.

Ability to handle emotionally sensitive information professionally.

Ability to adapt interview techniques based on the caller’s needs.

Ability to manage competing priorities under time constraints.

Important Candidate Requirements

Local Phoenix, AZ candidates only.

Resume must clearly show the candidate’s current location.

Candidate must be available for in-person interviews.

Candidate must be available to work the required shift schedule.

Candidate must be comfortable handling sensitive child welfare-related calls.

How to Apply

Interested candidates may send their resume to:

[email protected]

Please include the job title “Call Center Agent – Phoenix” in the subject line.

Please submit answers to the following questions along with your resume:

1. Are you currently located in the Phoenix, AZ area?
   
2. Are you available to work on-site?
   
3. Are you available for an in-person interview within one week?
   
4. Can you start within two weeks of an offer?
   
5. Are you comfortable working Thursday through Monday?
   
6. Are you available for shifts between 12:30 PM and 9:30 PM?
   
7. Do you have at least one year of social service or behavioral health experience?
   
8. Do you have experience handling emotionally sensitive or high-stress calls?
   
9. Can you type at least 45 words per minute?
   
10. Are you comfortable completing background check and drug screening requirements?
    
11. Are you seeking W2 employment or 1099/C2C?
    
12. What is your expected hourly pay rate?
    

Requirements

Required Qualifications

• Bachelor’s or Master’s degree from an accredited college or university.
  
• At least 1 year of social service or behavioral health experience .
  
• Must be local to Phoenix, AZ at the time of submission.
  
• Must be available for an in-person interview within one week of posting close.
  
• Must be able to start within two weeks of an offer.
  
• Must be comfortable working on-site in a busy call center environment.
  
• Must be able to type at least 45 words per minute .
  
• Must be able to pass required background check and drug screening.
  

Required Knowledge

• Child protection laws and child welfare processes.
  
• Normal child development stages.
  
• Physical and behavioral indicators of abuse and neglect.
  
• Effects of substance abuse, mental health, domestic violence, and poverty on families.
  
• Roles of courts, law enforcement, hospitals, schools, mental health agencies, and other child/family service providers.
  
• Conflict resolution techniques.
  
• Community resources.
  
• Microsoft Office Suite, including Outlook, Word, PowerPoint, Teams.
  
• Call center applications.
  

Required Skills

• Strong active listening skills.
  
• Excellent verbal and written communication.
  
• Ability to remain calm during high-stress calls.
  
• Strong critical thinking and reasoning skills.
  
• Ability to make time-sensitive decisions independently and accurately.
  
• High attention to detail.
  
• Strong typing and data entry skills.
  
• Ability to handle emotionally sensitive information professionally.
  
• Ability to adapt interview techniques based on the caller’s needs.
  
• Ability to manage competing priorities under time constraints.
  

Important Candidate Requirements

• Local Phoenix, AZ candidates only.
  
• Resume must clearly show the candidate’s current location.
  
• Candidate must be available for in-person interviews.
  
• Candidate must be available to work the required shift schedule.
  
• Candidate must not have been previously submitted to the earlier related posting.
  
• Candidate must be comfortable handling sensitive child welfare-related calls.