Customer Service Representative I (Call Center)

Impact Community Action•Columbus, OH

1d•Hybrid

About The Position

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.

Requirements

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
Active listening skills
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

Nice To Haves

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

Responsibilities

Greets, directs, and informs customers of all agency program by phone (Call Center), e-mail, or chat.
Educates 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 computerized database and files.
Understands program eligibility guidelines in order to process applications for HEAP, CSBG, and all other agency funding sources.
Prints, scans, and uploads error-free applications containing customer’s signatures and provides completed application and documentation into the OCEAN/Salesforce system and our internal electronic storage.
Submits 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 compassionate, 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.
Meets required productivity standards established by management for taking applications from target population.
Completes various duties while simultaneously maintaining each program’s processes rules and guidelines with a sense of urgency.
Manages large amounts of inbound and outbound calls in a timely manner.
Follows call center “scripts” when handling different topics.
Identifies customers’ needs, clarifies information, researches every issue and provides solutions.
Assumes other duties assigned by the Program Manager, Director and/or the executive leadership.