Contact Support Center Representative

ASG • Lawrence, MA

5d • Hybrid

About The Position

As part of a purposeful team at ASG, an integrated marketing agency that powers progress for corporations, nonprofits, government agencies, and the communities they serve, the Customer Support Center Representative plays a critical role in delivering exceptional customer service and case management support. The Representative is responsible for executing advanced administrative functions and providing compassionate assistance to the public in navigating complex and sensitive cases. With a focus on problem-solving, discretion, and adherence to regulatory guidelines (covered in training), this role requires a professional with a proven track record in customer support and case management. The Customer Support Center Representative serves as a trusted point of contact for clients, fostering meaningful relationships, delivering exemplary service, and advancing ASG’s mission with integrity and dedication.

Requirements

• High school diploma; Associate’s degree preferred.
• 2+ years of experience in a professional customer support role with a proven ability to problem-solve.
• Experience with enrollment in health, education, housing, or government programs strongly preferred.
• Advanced proficiency with intake databases or customer relationship management systems (CRM); Salesforce experience a plus.
• Skilled in data entry with precision and attention to detail.
• Reliable home internet access, and ability to operate a telephone and computer.
• Bilingual proficiency is a plus, especially in English and Spanish, Portuguese, or Haitian Creole.
• Advanced verbal and written communication, including excellent phone etiquette and active listening skills.
• Strong interpersonal and people skills, with a focus on delivering premium customer service.
• Empathy, adaptability, and the ability to build rapport with diverse personality types.
• Exceptional organizational skills, with the ability to multitask, prioritize, and manage time effectively.
• Professional demeanor and dedication to upholding high standards of service.
• Commitment to promoting community initiatives and fostering inclusivity.
• Flexibility to work occasional evenings and weekends during project peaks, with additional compensation.
• Willingness to travel for infrequent meetings as needed.
• Communication: must communicate complex information clearly and concisely, actively listens and engages in feedback loops to ensure understanding, and adapts communication style to diverse audiences to foster collaboration and alignment across teams
• Reliability: must consistently deliver high-quality results by managing tasks effectively, meeting deadlines, and proactively solving obstacles to ensure team objectives are met
• Quality Work: must consistently produce high-quality work with meticulous attention to detail, actively incorporating feedback to maintain alignment with quality standards
• Problem Solving & Decision Making: must demonstrate analytical and creative thinking to efficiently resolve issues, using data-driven and innovative approaches to develop solutions and make informed decisions by evaluating information and weighing risks and benefits
• Flexibility: must quickly adjust to changes in tasks, priorities, or work conditions with a positive attitude, embracing new challenges and continuously learning to enhance performance and actively contribute to team success
• Collaboration: must effectively work with others to achieve common goals by actively listening, communicating openly, and valuing diverse perspectives to enhance team performance, demonstrating a commitment to shared objectives and actively contributing in a positive manner

Nice To Haves

• Associate’s degree preferred.
• Salesforce experience a plus.
• Bilingual proficiency is a plus, especially in English and Spanish, Portuguese, or Haitian Creole.

Responsibilities

• Obtain client information through phone, chat, email, mailing, and other customer service communication channels; conduct in-depth interviews and meetings with clients; verify and analyze information with a high level of accuracy.
• Assess program eligibility with an advanced understanding of client information against requirements.
• Provide comprehensive explanations of procedures to clients; answer inquiries; supply detailed information; handle specialized cases or case lists as assigned by management.
• Uphold and enhance quality results by strictly adhering to department standards and guidelines; propose process improvements.
• Efficiently manage high volumes of inbound and outbound communications professionally.
• Conduct virtual or in-office meetings with clients as needed.
• Implement advanced communication scripts and policies when dealing with various topics.
• Maintain the utmost confidentiality in all client interactions, ensure high integrity and ethics, and adhere to conflict-of-interest processes on a daily basis.
• Achieve personal/team qualitative and quantitative goals.
• Participate in professional in-person events (as needed).
• Utilize CRM and database systems (ex: Salesforce) to monitor and evaluate applicant success rates critically.
• Coordinate mail processing and outbound correspondence tasks.
• Cross training for backup and volume needs, as necessary, appeals, training, mail process, outbound correspondence, special projects.
• Perform additional projects, initiatives, duties, responsibilities for any area throughout ASG while demonstrating flexibility and adaptability, for the overall success of the organization as directed by the Associate Director, Customer Support Center and/or their designee(s).

Benefits

• Base Salary: Salary range for this position is commensurate with experience
• Vacation AND Wellbeing Days: Receive generous vacation time that increases throughout your tenure and frontloaded Wellbeing time – no waiting period to take paid time off!
• Company Holidays: 12 Company Holidays and 1 Floating Holiday
• Health, Dental, and Vision Plans: Choose from an array of high-quality plans for you and your family.
• Employer Paid Life and Long-Term Disability Insurance
• 401K + Match: 401K plan with an employer match after 90 days of employment and financial literacy services provided through our retirement provider
• Professional Development: In-house training, annual organizational retreats, and more!
• Hybrid Workplace: Enjoy a hybrid workplace, with flexible working arrangements
• Amenity Filled Work Location: access to an onsite restaurant, day care services, ample parking, and access to public transportation (commuter rail and bus lines within walking distance)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED