Call Center Specialist

SUMMARY:

The emPower Division Call Center Specialist, under the direction of the emPower Process Manager, communicates program information to participants through the emPower Call Center. Primary duties include answering phone calls, efficient and accurate problem solving of participant needs, and empathetic customer services. The Call Center Specialist is responsible for knowledge and understanding of program guidelines and policies, professional and clear communication, and accurate and precise data collection and entry.

As a member of the emPower Team, the Call Center Specialist is expected to promote a positive work environment. This includes: professionalism, positive attitude, reliability, adaptability to changes, and willingness to learn.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Thorough understanding and comprehension of the MPSC MEAP grant and funding;
• Efficiently answer participant phone call in a professional manner;
• Provide excellent customer service and promote participant self-sufficiency;
• Assist callers with completing necessary applications for assistance;
• Provide appropriate solutions to emergency situations like placing utility holds and contacting appropriate emPower staff for issue resolution;
• Inform participants of program expectations and processes including direct assistance and Affordable Payment Plans;
• Accurate data collection, verification, and contact records in the CRM;
• Effectively communicate with teammates regarding participants;
• Timely completion of all Paycor entries in accordance with TrueNorth policies and procedures;
• Maintain home work environment in accordance to TrueNorth policy and procedures;
• Represent TrueNorth in a professional manner when conducting work including phone calls, agency partner interactions, and colleague interactions.
• Regular and consistent attendance;
• Attend mandatory staff meetings;
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: There are no supervisory responsibilities with this position.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Absolute ability to maintain participant and agency confidentiality
• Effective communication skills
• Experience in customer service
• Attention to detail
• Ability to effectively communicate with distressed persons under adverse conditions
• Ability to work both independently and effectively within a team
• Experience and efficiency with the Microsoft Suite (Word, Excel, etc.), Google, general internet use and possess the capacity to master the Customer Relations Management (CRM) database and other external databases
• Ability to manage a high volume phone que while maintaining performance standards
• Ability to utilize Paycor, a cloud based software, to accurately record hours worked
• Ability to build rapport and maintain professionalism with participants
• Ability to relate to people on a one-on-one basis and as a member of a group
• Ability to work independently and as part of team focused on achieving well defined performance outcomes
• A working knowledge of the barriers and challenges for low-income households
• Ability to exercise independent judgment and demonstrate initiative in analyzing consumer problems and recommending appropriate solutions
• Ability to problem solve, exercise good discretion and judgment when making independent decisions;
• Possess and demonstrate the skill to effectively coordinate multiple projects with short deadlines;
• Ability to work with a variety of systems, agencies, databases and individuals while exhibiting excellent communication skills
• Ability to maintain records and prepare verbal and written reports
• Ability to explain program policies and procedures to participants and families
• Ability to establish and maintain effective working relationships with administrators, employees, participants and families

EDUCATION and/or EXPERIENCE:

• Customer service experience required
• Some college education preferred
• Knowledge of grants and experience working with grant preferred
• Excellent computer skills including use of Microsoft Office suite and Google suite
• The ability to learn and use the CRM
• Experience working with vulnerable population preferred

EOE

Pay: From $14.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Fremont, MI 49412

Salary : $15