Location: Columbus,OH, USA
**Customer Service Representative I**
Emergency Assistance Columbus, Ohio Minimum Experience **Entry-level** Title: Customer Service Representative I (Call Center) (Non-Exempt)
Reports to: Call Center Manager
Job Summary: Works directly with customers on an individual basis and/or provides program and general Agency information via telephone, e-mail and chat in a call center environment. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education and referrals on a variety of topics.
Job Responsibilities:
* Greets, direct, and informs customers of all agency programs by phone (Call Center), e-mail, or chat. Specific time will be spent educating customer on the, Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP+) and other fuel fund and all other agency programs.
* Accurately enters customers program required information into the computerized database and files.
* Understands program eligibility guidelines in order to process applications for HEAP, CSBG, and all other agency funding sources.
* Print, scan and upload error-free applications containing customers signature and provides completed application and required documentation into the OCEAN/Salesforce system and our internal electronic storage.
* Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director.
* Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.
* Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers needs in a timely manner.
* Makes referrals to other internal and external programs as needed.
* Makes referrals to other community resources as appropriate.
* Position meets required productivity standards established by management for taking application from target population.
* CSR I candidate must be able to complete various duties while simultaneously maintaining each program s processes rules and guidelines with a sense of urgency.
* Managing large amounts of inbound and outbound calls in a timely manner
* Following call center scripts when handling different topics
* Identifying customers needs, clarify information, research every issue and providing solutions Assumes other duties assigned by the Program Manager, Director and/or the executive leadership.
Working Conditions and Physical Requirements:
* High-volume customer service office and/or call center environment serving low-income people in crisis; and managing calls for all Agency staff and programs. Requires ability to operate telephone and personal computer for extended periods of time. May work some Saturdays and extended office hours.
* Occasional travel.
Competencies and Knowledge, Skills, and Abilities:
* Patient, Even-tempered
* Integrity and Trust
* Action Oriented
* Drive for Results
* Strong Interpersonal Skills
* Decision Quality
* Problem Solving
* Process Management
* Excellent Customer Service Skills, in particular de-escalation
* Flexibility
* Verbal, Written Communication Skills Listening; Ability to communicate complex funder rules to the customers level of understanding
* Technical Skills (e.g., PC applications)
* Functional Knowledge and Skills examples:
+ knowledge of program eligibility guidelines, call center and applications processes.
Minimum Education and Qualifications:
* High School diploma or G.E.D.
* Valid Ohio Drivers license and reliable transportation and ability to meet Agency insurance policy.
* Previous experience in a customer support role
* Track record of over-achieving quota
* Strong phone and verbal communication skills along with active listening
*Preferred:*
Prior non-profit / community action agency/ human service/call center/salesforce systems experience.
Equal Opportunity Statement:
*IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed to providing equal employment opportunities that foster diversity and meaningful experiences.*
Location Columbus, Ohio Minimum Experience Entry-level