WIC Customer Service Representative (Bilingual)

Harris County•Houston, TX

6d•Onsite

About The Position

Harris County Public Health (HCPH) is seeking a WIC Customer Service Representative (CSR) to join their team. This role involves answering incoming calls for the WIC Program, handling requests for appointments, formula exchanges, complaints, and general information. The CSR will utilize a Microsoft data management system to schedule and reschedule appointments for clients at various WIC sites managed by HCPH. HCPH is dedicated to improving health outcomes for the residents of Harris County through a network of public health professionals and a wide range of services, guided by values of innovation, engagement, and health equity.

Requirements

High school diploma or G.E.D.
At least (1) year of work experience in customer service
Bilingual in English/Spanish
Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
Excellent communication skills (verbal & written)
Ability to demonstrate good judgment when needed to resolve any client concerns
Ability to establish and maintain effective working relationships and foster teamwork in a diverse environment
Ability to maintain confidentiality when dealing with sensitive information
Ability to identify customer needs and expectations and respond in a timely and effective manner
Organizes and maintains work environment to allow for maximum productivity
Ability to type/keyboard at twenty (20) wpm minimum

Nice To Haves

WIC work experience
Call center work experience
Data entry experience

Responsibilities

Courteously answer incoming calls to the WIC Call Center Appointment lines, maintaining telephone etiquette and excellent customer service.
Handle requests from the public for new or rescheduled WIC appointments, formula exchanges, complaints, or other general information questions.
Use a Microsoft data management system (TXIN) to schedule or reschedule appointments for applicants at all WIC sites managed by the Harris County Public Health (HCPH) WIC Program.
Provide WIC applicants and clients with appropriate referral information and/or forward calls and messages to appropriate staff.
Evaluate and apply thorough knowledge of WIC eligibility and certification expiration according to the TXIN WIC system to schedule or reschedule WIC clients.
Schedule Hot Card replacement appointments within time frames.
Prepare Out-of-State Transfer Quick Intakes and follow up with scheduling an appointment.
Participate in self-audits as needed to include telephone surveys to evaluate client satisfaction.