Customer Assistance Specialist

Summary

The Customer Assistance Specialist represents the ECSC and provides outstanding customer service to both internal and external customers by professionally answering calls for telephonic applications for public assistance programs and delivering quality service to all callers.

Responsibilities

• Answer telephone inquiries and respond to citizen questions related to services they wish to apply for or are currently receiving.
• Accept telephonic applications for public assistance programs.
• Enter applications as a priority into the Rapid Data Entry (RDE) system within the VACMS.
• Screen applicants to determine if an existing case exists or an application is pending.
• Assist other Customer Service Representatives as needed.
• Use multiple complex computer systems to research, validate, update, and maintain case information.
• Provide callers with information about their rights and responsibilities.
• Maintain accurate files, records, and reports to document communication, compliance, and issue resolution.
• Adhere to all safety and security procedures.
• Practice timely and regular attendance.

Requirements

• High School Diploma or GED required; Bachelor’s degree in a human services field preferred.
• Minimum one year of data entry experience or related field.
• Typing speed of at least 50 WPM.
• Customer service experience, preferably in a call‑center environment.
• Comfort with heavy computer usage and ability to multitask across multiple screens, programs, and interfaces while on the telephone.
• Ability to handle multiple processes while maintaining a courteous and professional manner during calls.
• Skill in developing, interpreting, and implementing policies and procedures.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to excel in a fast‑paced, deadline‑oriented work environment.
• Capability to work both independently and as a team member.

Benefits

• Bonus opportunities paid biweekly.
• Paid holidays.
• Paid time off.
• Paid training.
• Benefits package available.

Schedule

Full‑time, Monday – Friday, day shift.