Customer Service Specialist

About the role

The Customer Service Specialist is responsible for assisting individuals and families to connect with resources. This work includes greeting customers, assessing needs, data entry, initiating assessments, providing excellence in customer service and collecting customer satisfaction feedback.

Responsibilities

• Greet customers on phone or in-person and provide excellent customer service to meet needs
• Obtain relevant household information from customers; gather information and record into software systems, assess and prioritize customer needs; identify customer resources; build rapport with customers
• Identify needs and interests of the customer; act as a liaison between customers and referral program/agency; assist customer(s) with completing applications for services, provide follow-up to complete application process
• Perform data entry, maintain current knowledge of software changes and updates
• Maintain general knowledge of program rules and regulations and follow assigned guidelines
• Maintain records as required, assist with phone calls and visitors, answer inquiries and direct customers to appropriate personnel, schedule appointments and return phone messages promptly
• Provide assistance to team members as needed

Requirements

• At least two years of experience working in a social service-based program, preferred
• Excellent verbal communication skills
• Excellent written communication skills
• Excellent listening skills
• Excellent customer service skills
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to calculate rates, ratios, percentages, and proportions with a basic understanding of statistics, algebra, and geometry
• Proficient in using Microsoft Office applications and other computer software as applicable to the position
• Ability to read, analyze, comprehend, and apply written procedures
• Ability to communicate and present information, research and disseminate information, identify problems and recommend solutions

Qualifications

• High school diploma or equivalent
• Associate's degree preferred
• Must pass required background checks
• Must have a valid driver’s license, reliable transportation, and provide proof of insurance

Work Environment

Work is performed in an office setting and in residential homes. May encounter risks associated with unsanitary and/or unsafe living conditions, for example, poor indoor air quality or unruly pets. Frequent local and long-distance travel may be required, sometimes in inclement weather. There may be limited exposure to blood borne pathogens and other bodily fluids.

Physical Requirements

The physical requirements described here are representative of those that must be met by the Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands to finger, handle or feel; sit and talk or hear; and occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.