Customer Service Specialist

Job Details

Level: Entry

Job Location:

HEAP
- Cleveland, OH 44114

Position Type:
Full-Time

52 Weeks

Education Level: High School/GED

Salary Range: $27.88 Hourly

Travel Percentage:
None

Job Shift: Monday
- Friday (8:00am - 5:00pm)

Job Category:
Admin
- Clerical

The purpose of this classification is to assists customers who are seeking information and services through the Home Energy Assistance Program (HEAP) and/or Housing Assistance Services and to follow agency, local, state and federal regulations, guidelines, policies and procedures.

• Provides timely customer service skills: opens the office each morning and prepares to greet customers and handle questions, concerns and complaints in a timely and efficient manner according to customer service standards; screens out ineligible applicants and refers them to the appropriate resources for their specific needs; and notifies the housing staff when landlords pick up checks for tenants.
• Answers phone inquiries and directs clients to appropriate agency or outside sources to handle their needs: screens callers and coordinates with the Interactive Voice Response System staff to schedule appointments for those who cannot use the automated system; refers callers to provide documentation of disconnect status to secure and provide a current bill before reporting to for appointment.
• Prepares various documents, reports, logs, sign-in sheets and records: agency vendor log, complaint documentation, and statistical customer information on the number and types of customers who have applied for services.
• Attends agency meetings and professional development trainings, conferences and seminars as needed to increase skills and abilities to perform position.

• Performs other related duties as required.

• High School Diploma or GED required;
  Supplemented by one year of work experience in a customer service, clerical, or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

• Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).