Customer Service Rep I

ServiceSource, Inc. • Aurora, CO

2d • Onsite

About The Position

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act. The Customer Service Representative I is responsible for providing knowledgeable responses to telephone inquiries made to the DMS 411 Call Center. The representative is expected to know and review state agencies, and in some cases use web search to obtain the phone number for the agency the caller requires.

Requirements

• High school diploma or General Educational Development (GED) required.
• Experience working with a PC and a Windows environment required.
• Will be required to complete Customer Service Training in ServiceSource SharePoint.
• Excellent verbal communication skills.
• Ability to effectively work within established key performance indicators (KPIs) as required by the contract.
• Demonstrated excellent interpersonal and customer service skills.
• Proven ability to work as a member of a team is required.
• General typing skills required.

Responsibilities

• Maintain up-to-date knowledge of State of Florida agencies and provide the appropriate phone number as they apply to the caller's inquiry.
• Maintain your DMS state information handbook with any new inserts or updates as provided by the Manager.
• Always respond to callers using the Script provided by the Manager, in a courteous, timely and professional manner.
• Adhere to State of Florida Sunshine Laws as it relates to the confidentiality of information released.
• Continually look for and suggest process improvements, which will benefit the DMS 411 Call Center and the public inquiries.
• Report problems that occur and assist with the resolution.
• Utilize databases and written materials to look up and provide information to telephone inquiries.
• Respond to telephone inquiries within the set departmental staffing and time parameters.
• Maintain appropriate documentation of phone inquiries.
• Assist with on-the-job training for new and temporary employees as requested.
• Notify your manager whenever you cannot make your shift with a minimum of 2 hour call in before the beginning of your shift start time.
• Follow proper protocol with regards to system sign in and sign out.
• Whenever you leave your area, you must sign out using the appropriate code provided by your manager.
• It is expected that all calls are to be completed within 1 minute.
• If you receive a call where you cannot provide the appropriate phone number within 1 minute, you are to transfer the call to your manager.
• Perform other responsibilities as assigned

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• An Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

What This Job Offers

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