Customer Service Advocate

Customer Service Advocate (969)

Join to apply for the Customer Service Advocate (969) role at Baker Ripley.

The Customer Service Advocate (CSA) is a detail oriented problem solver who will create an excellent customer experience within the Child Care Services office. The energetic individual will model positive interactions with staff and customers in determining child care benefits and in resolving issues. The CSA enjoys working with diverse cultures and communicates with confidence and tactfulness. The CSA has expertise in data tracking, reporting and verification of eligibility for child care benefits.

Success measures include customer satisfaction, retention and data integrity. Bilingual in English and Spanish is preferred.

• Takes immediate action to address and resolve customer and provider complaints.
• Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner.
• Answers all customer contact requests as directed; receives and inputs customer details into correct databases.
• Determines eligibility of the customer when necessary, by verifying records and performing mathematical calculations based on documentation presented.
• Enter data into databases as directed including the Financial Aid Communication System (FACS).
• Works with Management to implement procedures that positively affect customer satisfaction.

• Performs other duties as assigned.
• Complies with all policies and standards.

Preferred /

Required Qualifications:

• Education:
  
  Bachelor’s degree from a four-year college or university or equivalent combination of education and experience.
• Experience:
  
  1-3 years (minimum 2 years).
• Knowledge, Skills and Abilities:
  • Proficiency to rapidly and accurately type while inputting customer intake information and responding to customer inquiries.
  • Willingness and desire to interact with and learn new technology.
  • Communicate with outstanding listening, verbal and written skills.
  • Willingness to work as a team and to recognize when team members need assistance and fill-in when needed.
  • Demonstrated initiative, strong prioritization, organizational, and speaking skills.
  • Ability to work productively and have a flexible attitude in a fast-changing and demanding environment.
  • Ability to write clear and accurate correspondence.
  • Ability to calculate figures and amounts.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Proficiency:
  Intermediate experience with Microsoft Word, Excel, and Outlook.

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Physical Demand: N/A, Rarely, occasionally, frequently, constantly. Weight:
Standing, walking, sitting, lifting, carrying, pushing, pulling, climbing as appropriate.

While performing the duties of this job, the associate is required to work within the selected working environments.

Working Condition:

N/A;
Rarely, occasionally, frequently, constantly. Extreme cold, extreme heat, humid, wet, noise, hazards, temperature change, atmospheric conditions, vibration.

Baker Ripley is an equal opportunity employer/program. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any status protected by federal, state, and local laws. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws.

Auxiliary aids and services are available upon request for persons with disabilities.