Customer Service Representative- CSC (LegallyBlind/Visually Impaired candidates

Customer Service Representative- CSC

Reports to: Director of Staffing Operations

Supervises: N/A

Summary Statement: The person in this position assists callers on behalf of a number of Ohio's government agencies.

Essential Job Functions

• Provide excellent service to customers and partners through phone calls and emails.
• Assist in meeting customer service goals and service level agreements.
• Maintain accurate records of customer interactions and services.
• Meet requirements as set by the government contract as well as to any amendments.
• Utilize reference materials to assist in resolving any inquiries.
• Maintain the strictest confidentiality and privacy of customer and agency information.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Skills, Knowledge, and Abilities

• Must be proficient with Windows 10 and the Chrome browser, able to type 30 wpm and proficient with internet navigation.
• Must be able to multitask and use multiple computer programs at the same time.
• Must have the ability to work a schedule which may include evenings, weekends, and holidays, including variable shifts.
• Must have excellent interpersonal skills and the ability to work in partnership with others.
• Must have excellent verbal and written communication skills.
• Must have the ability to handle stressful situations in a professional manner.
• Must be able to learn and demonstrate knowledge of products and services that will be supported.
• Must be able to sit, type, and focus on computer work for long durations and be able to listen and speak with customers for long periods of time.

Equipment Required:

• Must have a Windows 10 computer and high-speed internet (cable, DSL, or fiber).
• Must have a landline or VOIP phone service.

Education and Work Experience

• A high school diploma or equivalent is required.
• Two years' customer service experience is preferred.
• If applicable, demonstrated proficiency in the use of assistive technology is required with either JAWS and/or ZOOM text for visual adaptation.
• Being bilingual in English and Spanish is a plus.

ISO 5.3 Organizational Roles, Responsibilities and Authorities

IFB employees have the responsibility and authority to ensure to produce first-quality products that meet customer requirements.

EEO Statement

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.