Customer Service Representative (Call Center)

Title: Customer Service Representative I

Classification: Non-Exempt

Reports to: Program Manager - Supportive Services/Call Center

Job Summary: Works directly with customers on an individual bases and/or provides program and general Agency information via telephone, e-mail, and chat in a call center environment. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education and referrals on a variety of topics.

Job Responsibilities:

• Greets, directs, and informs customers of all agency programs by phone (Call Center), e-mail, or chat. Specific time will be spent educating customers on the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP ) and other fuel fund and all other agency programs
• Accurately enters customers' program required information into the computerized database and files
• Understands program eligibility guidelines in order to process applications for HEAP, CSBG, and all other agency funding sources
• Print, scan and upload error-free applications containing customer's signatures and provides completed application and required documentation into the OCEAN/Salesforce syustem and our internal electronic storage
• Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director
• Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge
• Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needs in a timely manner
• Makes referrals to other internal and external programs as needed
• Makes referrals to other community resources as appropriate
• Position meets required productivity standards established by management for taking application from target population
• CSR I candidate must be able to complete various duties while simultaneously maintaining each program's processes, rules and guidelines with a sense of urgency
• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center "scripts" when handling different topics
• Identifying customers' needs, clarify information, research every issue and providing solutions
• Assumes other duties assigned by the Program Manager, Director, and/or the executive leadership

Working Conditions and Physical Requirements

High-volume customer service office and/or call center environment serving low-income people in crisis; and managing calls for all Agency staff and programs. Requires ability to operate telephone and personal computer for extended periods of time. May work some Saturdays and extended office hours. Occasional travel.

Competencies and Knowledge, Skills, and Abilities:

• Patient, even-tempered
• Integrity and Trust
• Action Oriented
• Drive for Results
• Strong Interpersonal Skills
• Decision Quality
• Problem Solving
• Process Management
• Excellent Customer Service Skills, in particular de-escalation
• Flexibility
• Verbal, Written Communication Skills
• Listening: Ability to communicate complex funding rules to the customers' level of understanding
• Technical Skills (e.g., PC applications)
• Functional Knowledge and Skills - examples:
• Knowledge of program eligibility guidelines, call center and applications processes
  

Minimum Education and Qualifications:

• High School diploma or G.E.D.
• Valid Ohio Driver's License and reliable transportation and ability to meet Agency insurance policy
• Previous experience in a customer service role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Preferred:
• Prior non-profit/community action agency/human services/call center/ salesforce systems experience

Equal Opportunity Statement:

IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed to providing equal employment opportunities that foster diversity and meaningful experiences.