Customer Service Representative

Pay: $21/hr.

As a Call Center Customer Service Representative
, you will be supporting our customers as a first point of contact and will be assisting in providing program and account information. We will rely on you to actively listen to our callers and use excellent customer service skills, compassion and empathy to assist them. You will need to have the ability to ensure call resolution in a timely manner, have excellent verbal and written communication skills, maintain the highest standards of quality, guarantee customer satisfaction on every call and other duties as assigned.

Outstanding attendance is a requirement.

• Answering inbound calls from program applicants and recipients related to social service programs.
• Accurately documenting all interactions with callers.
• Following scripts to ensure proper procedures are adhered to.
• Providing clear, complete, accurate and objective information based on a full understanding of program requirements.
• Communicating trends in caller questions and concerns to call center leadership.
• Working with callers in difficult situations, expressing empathy and resolving calls within required metrics.
• Demonstrating the ability to handle sensitive information.
• Meeting and exceeding daily standards for calls answered, customer service, and quality.

Work Schedule:

Monday
- Friday (8:00 to 4:30)

• Strong commitment and work ethic demonstrated in their attendance and punctuality.
• The ability to convey complex information in clear and concise terms to ensure customer understanding.
• Effective and accurate written and verbal communication skills.
• Effective problem-solving skills.
• Can navigate multiple software applications and research solutions with ease.
• Love helping people and guiding them to the best solution to their issue.
• Provide calm conflict resolution and problem-solving for frustrated customers with empathy.
• The ability to work in a structured call center environment for the duration of your shift, taking high-volume calls.

• Must be at least 18 years of age or older.
• Must have a High School Diploma, or equivalent and six months minimum experience in a call center environment.
• Associate's degree or higher can be substituted for the six months minimum experience in a call center environment.
• Must be able to pass 30 wpm typing test.