Customer Service Specialist

JOB SUMMARY: The Customer Service Specialist handles all customer calls to answer questions and resolve problems in the most satisfactory manner for all parties concerned. Calls are non-routine and require deviation from standard screens, scripts, and procedures. May also assist customers via fax, email, chat, and in-person. Requires extensive knowledge of the organization and/or services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
(This description reflects the major core duties and responsibility of the job; the employee is expected to perform these, and other job related duties as may be required. Additions, deletions, or changes may be made to this description at any time without prior notice.)

• Creates a positive client experience by understanding and meeting client needs quickly, professionally, and accurately.
• Answers calls and respond to emails.
• Provides customers with general service information.
• Handles customer inquiries via telephone, email, chat and in-person.
• Research required information using available resources.
• Be able to maintain confidentiality with shared information.
• Capable of handling issues and complaints and provides solutions to the customers.
• Identifies and escalates priority issues.
• Updates existing customer information in database systems.
• Routes calls to appropriate resource if the issue cannot be resolved at the call center.
• Follow-up with customer calls where necessary.
• Documents all call information according to standard operating procedures.
• Completes call logs.
• Maintains current and accurate information in all database systems.
• Document all client interactions in a timely and comprehensive manner.
• Greets customers warmly and ascertains the reason or problem for calling.
• Listens and responds appropriately to the customer, including the use of techniques to diffuse escalating situations.
• Utilizes computer technology to handle high call volumes.
• Reviews client applications submitted on the DEL Family Portal by families seeking VPK and School Readiness Services and accurately determines their eligibility for said services.
• Handles escalated calls requiring additional assistance.
• Monitors call volume consistently and coordinate available resources to maintain optimal level of "handled calls."
• Offers families Child Care Resource and Referral (CCR&R) services.
• CCR&R (Child Care Resource and Referral) certified Customer Service Specialists (Level 1 or Level 2) provide consumer education including guidance on identifying quality childcare, customized provider listings, support with School Readiness and VPK applications, and referrals to community, military, and special needs resources.
• Must be able to work on a consistent basis with regular attendance and punctuality.
• Must be willing and able to handle all duties and responsibilities of this position daily.
• Attends all meetings/in-service training, as requested or required, in a punctual, professional, and contributory manner.
• Supports the ELC's mission.
• Performs other duties that may be necessary to maintain the success of the organization, as determined by management.

COMPETENCIES:

• Patience
• Attention to detail
• Positive Conduct
• Communication Proficiency
• Ethical Conduct
• Business Acumen
• Technical Capacity
• Team Player
• Problem Solving
• Adaptability
• Good judgement
• Data Entry of large amounts of information accurately and quickly

SUPERVISORY RESPONSIBILITIES:
None

WORK ENVIRONMENT:

• This position operates in a professional office environment and remotely.
• This position will be expected to work in public venues to support ELC related events.
• This role uses commonly used applications that include Microsoft Office Suite, E-mail, and current state data systems.

PHYSICAL DEMANDS:

• While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands and fingers to operate and handle keyboards and other office equipment.
• Ability to operate a motor vehicle
• Able to sit for extended periods of time
• Regularly required to walk and reach with hands and arms
• Required corrected vision and hearing to normal range

POSITION TYPE AND EXPECTED HOURS OF WORK:

• This is a full-time non-exempt position that requires the employee to adhere to ELC's Telework Agreement.
• The work hours are typically Monday through Friday, 8:30 AM – 5:00 PM.
• This position may work nights, weekends and holidays.
• This position may regularly work longer hours.

REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent minimum.
• A minimum of three (3) years of proven experience in a customer service role.
• Experience in a call center or customer service environment handling high volume of calls.
• Data Entry experience.

ADDITIONAL REQUIREMENTS:
Background Checks
Employment in this position is contingent upon obtaining and maintaining satisfactory:

• Verification of Required Education and/or Credentials
• Level II Background Check
• Drug Screen
• Valid Florida Driver License
• Valid Automobile Insurance
• Access to Reliable Transportation
• E-Verify
• High Speed Internet Access that can be maintained daily, with at least 50Mbps when working in a secure home location.

REASONABLE ACCOMMODATION WILL BE MADE FOR OTHERWISE QUALIFIED INDIVIDUAL WITH A DISABILITY.