Customer Service Representative (Call Center)

Job Description

Salary: $18.00/Hour

Title: Customer Service Representative I (Call Center)

Classification: Non-Exempt

Reports to: Program Manager - Supportive Services/Call Center

Job Summary: Works directly with customers on an individual basis and/or provides program and general Agency information via telephone, e-mail, and chat in a call center environment. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education and referrals on a variety of topics.

Job Responsibilities:

Greets, directs, and informs customers of all agency programs by phone (Call Center), e-mail, or chat. Specific time will be spent educating customers on the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP+), and other fuel fund and all other agency programs

Accurately enters customers' program required information into the computer database and files

Understands program eligibility guidelines in order to process applications for HEAP, CSBG, and all other agency gunding sources

Print, scan and upload error-free applications containing customers' signatures and provides completed application and required documentation into the OCEAN/Salesforce system and our internal electronic storage

Submit daily logs/notes on case file status to the Emergency Assistance Management team and/or Director

Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge

Provides a quality customer service experience for all customers by providing compassion, active listening, and responding to customers' needs in a timely manner

Makes referrals to other internal and external programs as needed

Makes referrals to other community resources as appropriate

Position meeds required productivity standards established by management for taking applications from target population

CSR I candidate must be able to complete various duties while simultaneously maintaining each program's processes rules and guidelines with a sense of urgency

Managing large amounts of inbound and outbound calls in a timely manner

Following call center "scripts" when handling different topics

Identifying customers' needs, clarify information, reseach every issue and providing solutions

Assumes other duties assigned by the Program Manager, Director and/or the executive leadership

Working Conditions and Physical Requirements:

High-volume customer service and/or call center environment serving low-income people in crisis; and managing calls for all Agency staff and programs. Requires ability to operate telephone and personal computer for extended periods of time. May work some Saturdayus and extended office hours. Occasional travel.

Competencies and Knowledge, Skills, and Abilities:

Patient, Even-tempered

Integrity and Trust

Action Oriented

Drive for Results

Strong Interpersonal Skills

Decision Quality

Problem Solving

Process Management

Excellent Customer Service Skills, in particular de-escalation

Flexibility

Verbal, Written Communication Skills

Listening: Ability to communicate complex funding rules to the customer's level of understanding

Technical Skills (e.g., PC applications)

Functional Knowledge and Skills - examples

knowledge of program eligibility guidelines, call center and applications processes

Minimum Education and Qualifications:

High School diploma or G.E.D.

Valid Ohio Driver's License and reliable transportation and ability to meet Agency insurance policy

Previous experience in a customer service role

Track record of over-achieving quota

Strong phone and verbal communication skills along with active listening

Preferred:

Prior non-profit/community action agency/human services/call center/Salesforce systems experience

Equal Opportunity Statement:

IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed to providing equal employment opportunities that foster diversity and meaningful experiences.

Full-time