Customer Service Representative (Call Center)

Impact Community Action•Columbus, OH

20d

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 along with active listening
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

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 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