Customer Service Specialist

Aroostook County Action Program • Houlton, ME

22d • Hybrid

About The Position

Customer Service Specialist is responsible for assisting individuals and families to connect with resources. This work includes greeting customers, assessing needs, data entry, initiating assessments, providing excellence in customer service and collecting customer satisfaction feed-back. The Customer Service Specialist will enter data into the agency’s computer software systems, maintain customer files to include documents required for program eligibility, schedule appointments, conduct interviews with customers, assist with intake applications and work with agency team to provide comprehensive approach to meeting customer needs.

Requirements

• At least two years of experience working in a social service-based program, preferred
• Excellent verbal communication skills
• Excellent written communication skills
• Excellent listening skills
• Excellent customer service skills
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Calculate rates, ratios, percentages, and proportions with a basic understanding of statistics, algebra, and geometry
• Proficient in using Microsoft Office applications and other computer software as applicable to the position.
• Read, analyze, comprehend, and apply written procedures
• Communicate and present information
• Research and disseminate information
• Identify problems and recommend solutions
• Influence the actions of the others, where empathy and perceptiveness are required to determine the best course of action
• Promote feelings of trust and security by establishing strong, caring relationships
• Display tact, discretion, and sound judgment
• Work with a diverse population
• High school diploma or equivalent
• Must pass required background checks
• Must have a valid driver’s license, reliable transportation, and provide proof of insurance

Nice To Haves

• Associate's degree preferred

Responsibilities

• Greets customers on phone or in-person and provides excellent customer service to meet needs.
• Obtains relevant household information from customers; gathers information and records into software systems, assesses and prioritizes customer needs; identifies customer resources; builds rapport with customers.
• Identifies needs and interests of the customer; acts as a liaison between customers and referral program/agency; assists customer(s) with completing applications for services, provides follow-up to complete application process.
• Performs data entry, maintains current knowledge of software changes and updates.
• Maintains general knowledge of program rules and regulations follows assigned guidelines.
• Maintains records as required, assists with phone calls and visitors, answers inquiries and directs customers to appropriate personnel, schedules appointments and returns phone messages promptly.
• Provides assistance to team members as needed.
• Performs additional duties as assigned.

What This Job Offers

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