Customer Service Representative - Call Center

Equus • Houston, TX

1d

About The Position

The Customer Service Representative works in a call center to obtain and verify client information, determine eligibility using established guidelines, and connect clients with employment and training resources. The role schedules clients for locally available program orientations, refers them to third-party workforce service providers, and explains procedures and answers questions. The representative maintains accurate transaction records, reports communication-equipment problems, follows and recommends improvements to quality standards, and keeps current on available programs and employment and training discussions. Other duties may be assigned. Travel is minimal. The role requires sitting or standing for extended periods; approximately 80% of the day is spent sitting or standing while talking on the phone.

Requirements

• High school diploma or GED.
• At least 6 months of customer service experience; call center experience is preferred.
• Strong written and verbal communication skills.
• Phone skills and listening skills.
• Data entry skills.
• People skills and ability to inform clients.
• Customer focus and customer service skills.
• Attention to detail, professionalism, and ability to multitask.

Nice To Haves

• Some college or an undergraduate degree.
• Workforce or other human services experience.
• Call center environment experience.

Responsibilities

• Obtain client information by answering telephone calls and emails, making outbound calls in response to inquiries, interviewing clients, and verifying information.
• Determine eligibility by comparing client information with established guidelines.
• Schedule clients for Employment and Training Program orientations available in their local area.
• Refer clients to third-party workforce services providers.
• Explain procedures, answer questions, and provide information to clients.
• Maintain accurate written records of transactions according to established guidelines.
• Report problems with communication equipment.
• Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
• Update job knowledge by studying new programs and participating in employment and training discussions.
• Perform other duties as assigned.

Benefits

• Extensive learning opportunities.
• Networking programs.

What This Job Offers

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