• Warrior Coordinator - Jacksonville, FL

    Job Locations US-FL-Jacksonville
    Warrior Engagement
  • Job Summary

    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.


    Shift Information:

    • Full time
    • Monday-Friday 10:30 am - 6:30 pm EST

    Essential Duties & Responsibilities

    • Help enable wounded warriors to cope, adjust, and thrive post-injury
    • Provide 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

    Knowledge, Skills & Abilities

    • 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 flexible hours (occasional evening hours)


    Education & Experience Requirements

    • 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 


    Certifications & Licensure

    • NA






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