Job Details
**Customer Service Representative II**
Emergency Assistance Columbus, Ohio Minimum Experience **Entry-level** Title: Customer Service Representative II (Call Center) (Non-Exempt)
Reports to: Call Center Manager
Job Summary: Serves as a team leader for other Customer Service Representatives, agency staff and customers to maintain efficient process/customer workflow. Verify the accuracy of agencys processes through quality control reviews of customer calls. Responds to inquiries about client complaints. Works directly with customers on an individual basis and/or provides program and general Agency information via telephone, e-mail, chat and in person. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education on a variety of topics.
Job Responsibilities:
* Supports the Call Center Manager with maintaining efficient customer service workflow and preparation of reports measuring the same. Assists other CSR I and/or by answering questions and referring to management when appropriate. Conducts customer interviews to identify customer needs.
* Greets, direct, and informs customers of all agency programs in person or by phone, e-mail or chat. Specific time will be spent educating customer on the, Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP+) and all other agency programs.
* Reviews and audits customer calls for accuracy for agency services including but not limited to HEAP/CSBG; identifying staff training needs based on review findings. Assists in the development and implementation of proposed strategies needed to prevent the recurrence of inaccuracies.
* Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director.
* Assists the Call Center Manager and/or Director in identifying and resolving quality compliance issues in service delivery identified through answering state inquiries and reviewing applications rejected during batch preparations.
* Accurately enters customers program required information into the computerized database and files If needed.
* Understands program eligibility guidelines in order to process applications for agency programs.
* Communicates with local regulated and non-regulated utility companies and other human services agencies if needed.
* Communicates with the general public and program participants.
* Attends periodic training sessions as required to enhance agency and program knowledge and skills.
* 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, other community resources as needed.
* Position meets required productivity standards established by management for taking application from target population.
* CSR II candidate must be able to complete various duties while simultaneously maintaining each program s processes rules and guidelines with a sense of urgency, and display strong leadership, ethics, work independently, and integrity.
* Assisting with roving sites and outreach activities when needed.
* Serves as an advocate with utility vendors and community agencies. Places vendor utility accounts in good standing by pledging or re-verifying customer utility accounts. Relates accurate information to customers.
+ Assumes other duties assigned by the Call Center Manager, Director and/or 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 funder 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 Drivers license and reliable transportation and ability to meet Agency insurance policy.
*Preferred:*
Prior non-profit / community action agency/ human service/call center experience.
Work supervision and management.
Bachelors degree in human service, nonprofit or related field
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.*
Location Columbus, Ohio Minimum Experience Entry-level