Customer Service Representative - Call Center

Equus • Houston, TX

10d

About The Position

The Customer Service Representative supports clients seeking workforce services by responding to telephone and email inquiries, conducting outbound calls, interviewing clients, and verifying information. The role determines eligibility using established guidelines, schedules clients for local Employment and Training Program orientations, and refers clients to third-party workforce service providers. It also maintains accurate transaction records, reports communication equipment problems, follows and recommends improvements to quality standards, and stays informed about newly available programs. Other duties may be assigned. The position requires minimal travel. The work involves sitting or standing for long periods; approximately 80% of the day is spent sitting or standing while talking on the phone.

Requirements

• High school graduate or GED.
• At least 6 months of customer service experience; call center experience is preferred.
• Strong written and verbal communication skills.
• Phone skills.
• Listening skills.
• Data entry skills.
• People skills.
• Informing skills.
• Customer focus and customer service skills.
• Attention to detail.
• Professionalism.
• Ability to multitask.
• Ability to sit or stand for long periods of time.

Nice To Haves

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

Responsibilities

• Obtain client information by answering telephone calls and emails, making outbound calls in response to information inquiries, interviewing clients, and verifying information.
• Determine client eligibility by comparing information with established guidelines.
• Schedule clients for locally available Employment and Training Program orientations based on their area of residence.
• Refer clients to third-party workforce services providers.
• Inform clients by explaining procedures, answering questions, and providing information.
• 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 and networking programs.

What This Job Offers

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