Job Description

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 feed-back. The Customer Service Specialist will enter data into the agency’s computer software systems, maintain customer files to include documents required for program eligibility, schedule appointments, conduct interviews with customers, assist with intake applications and work with agency team to provide comprehensive approach to meeting customer needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Greets customers on phone or in-person and provides excellent customer service to meet needs.
2. Obtains relevant household information from customers; gathers information and records into software systems, assesses and prioritizes customer needs; identifies customer resources; builds rapport with customers.
3. Identifies needs and interests of the customer; acts as a liaison between customers and referral program/agency; assists customer(s) with completing applications for services, provides follow-up to complete application process.
4. Performs data entry, maintains current knowledge of software changes and updates.
5. Maintains general knowledge of program rules and regulations follows assigned guidelines.
6. Maintains records as required, assists with phone calls and visitors, answers inquiries and directs customers to appropriate personnel, schedules appointments and returns phone messages promptly.
7. Provides assistance to team members as needed.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Performs additional duties as assigned.

Requirements

QUALIFICATIONS NEEDED FOR POSITION: Experience and Skill Requirements: The following experience and skill requirements are considered essential: Experience:

• At least two years of experience working in a social service-based program, preferred

Skills:

• Excellent verbal communication skills
• Excellent written communication skills
• Excellent listening skills
• Excellent customer service skills
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• 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.
• Read, analyze, comprehend, and apply written procedures
• Communicate and present information
• Research and disseminate information
• Identify problems and recommend solutions
• Influence the actions of others, where empathy and perceptiveness are required to determine the best course of action
• Promote feelings of trust and security by establishing strong, caring relationships
• Display tact, discretion, and sound judgment
• Work with a diverse population

Education and Knowledge Requirements: The following education and knowledge requirements are considered essential:

• High school diploma or equivalent
• Associate's degree preferred

Other Requirements: Additional requirements that are considered essential:

• Must pass required background checks
• Must have a valid driver’s license, reliable transportation, and provide proof of insurance

GENERAL EXPECTATIONS:

1. Maintains and promotes the highest level of understanding of the Agency's Mission, Vision, and Goals.
2. Maintains confidentiality; protects the Agency by keeping information concerning employees, those we serve, and the Agency itself confidential.
3. Follows all safety policies and procedures with a "safety first" approach to all job duties.
4. Exhibits a positive, professional, and collaborative attitude with others inside and outside the Agency.
5. Exhibits teamwork through effective internal communication and working relationships.
6. Is punctual for scheduled work and use time appropriately.
7. Performs required amount of work in a timely fashion with minimal errors.
8. Participates in trainings, conferences, and meetings as necessary.
9. Possesses and exhibits the highest standards of professionalism and personal integrity.
10. Represents the Agency in the community as appropriate to the role.

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.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. ** All requirements and skills are considered to be essential, unless otherwise indicated. **

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis. The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.