Overview:

Under minimum supervision, the Call Center Representative performs specialized call and adminstrative duties which require frequent exercise of independent judgment and a thorough understanding of applicable procedures. The Call Center Representative is a full-time, non-exempt position, with a work schedule of Monday through Friday, 8:00 AM – 5:00 PM. Schedule is dependent on department needs; periodic overtime may be needed during peak periods.

Position Functions and Responsibilities:

• Provide excellent customer service to all CSAC stakeholders.
• Complete data entry tasks (eflows) on a timely basis ensuring quality and quantity are at acceptable levels.
• Occasionally, assist other departments with special projects as needed, help open mail, sort, and validate information coming into the department, assist with auditing scanned documents.
• Communicate effectively with participants, staff, local unions, and WSRCC at all times.
• Maintain a friendly demeanor and handle participant inquiries both telephonically and by e-mail (occationally in person).
• Provide and obtain participant information.
• Possesses effective communication skills to manage and resolve participant complaints.
• Identify and escalate priority issues.
• Follow up on participants’ calls where necessary.
• Document all call information according to operating procedures.

Required Qualifications and Skills:

• Bilingual in English and Spanish is required
• Working knowledge in Microsoft applications
• Knowledge of “8x8” telephone system is preferred but not mandatory
• Professional appearance and demeanor
• Excellent telephone etiquette, “people skills,” written and verbal communication skills
• Proficiency with 10-key by touch
• Excellent organizational skills with ability to multitask in diverse work environment with diverse walk-in clients
• 1-2 years related experience. Knowledge of working in a call center or participants service environment is highly preferred.
• Knowledge of participant’s service principles and practices
• Excellent organizational skills and detail oriented.

NOTE: The duties listed above are intended only as illustrations of the various types of work that may be performed.

Carpenters Southwest Administrative Corporation (CSAC) is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CSAC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. CSAC will not tolerate discrimination or harassment based on any of these characteristics. CSAC encourages applicants of all ages.

Carpenters Southwest Administrative Corporation will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Job Type: Full-time

Pay: $22.97 - $24.14 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Customer Service: 2 years (Preferred)
• Call Center or related: 1 year (Required)
• Microsoft Office: 3 years (Required)

Language:

• Spanish (Required)

Ability to Relocate:

• Los Angeles, CA 90071: Relocate before starting work (Required)

Work Location: In person