Warrior Coordinator - Jacksonville, FL

Wounded Warrior Project’s (WWP) Warrior Coordinator position provides helpline assistance, internal and external information, referral services, and outreach to wounded warriors and their family members. The WWP Resource Center is a multi-channel contact center that serves and supports wounded warriors and their families.

• Help enable wounded warriors to cope, adjust, and thrive post-injuryProvide emotional support to warriors, caregivers, and family members who contact the Resource Center
• Provide general support assistance
• Triage warrior and family support member needs and place referrals as appropriate
• Provide external resources as necessary
• Complete documentation following each interaction
• Participate in ongoing development and training as it relates to programmatic changes
• Identify eligibility
• Research and vet external organizations to enhance the Information and Referral database
• Respond to inbound warrior and family member contacts via phone, email or other communication channels
• Call out or email out to warriors and family members for follow-up, progress tracking, and engagement
• Other related duties as assigned

• Proficiency in emailing and helpline email and phone etiquette, phone systems and database entry
• Excellent oral and written communication skills to include typing proficiency
• Proactively communicate with warriors and family members to facilitate the registration process and answer eligibility questions
• Coordinate alumni registration and verification process
• Utilize effective probing techniques
• Proficiency in the use of Microsoft Office programs
• Good organizational skills, interpersonal skills, ability to prioritize work
• Effectively handle multiple priorities, with strong attention to detail in a fast paced environment
• Must be a team player, able to communicate with diverse personalities in a tactful and flexible manner
• May require shift rotation, to accommodate extended resource center hours
• Requires occasional travel
• Upon hire, successfully complete four (4) weeks of intensive Resource Center training
• Able to work 11am - 7pm shift

• Associate’s degree required. Two (2) years of call center or customer service experience in a retail, hospitality, or healthcare industry work experience will be considered in lieu of the degree
• Minimum of one (1) year of experience within a contact/call center preferred
• Prior experience within a nonprofit, government call center, or military family support services environment preferred
• Familiarity with military culture and related injuries/illnesses preferred
• Prior experience with crisis calls and/or escalation procedures preferred
• Salesforce experience preferred
• Bilingual in English and Spanish preferred 

• NA

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