Customer Service Representative

Pay Rate

$17 to 20 per hour, DOE

Telecommute Status

Onsite

Announcement

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:

Job Description

PRIDE Industries 

Job Description 

  

 

Job:   Help Line Representative

Job Code:   W33 - PR-HelpLineRepresentative

HR Title Group:  Sales and Marketing

Salary Grade: N16

FLSA Status:   Non-Exempt

Approval Date:  April 2021

 

 

SUPERVISES: 

There are no direct reports with this position.

 

 

POSITION SUMMARY:   

Under general supervision, the Helpline Representative responds to user inquiries and requests for assistance in finding employment and local resources. Employees in this job class work directly with helpline users to find employment or services in their geographical area. Helpline representatives will utilize built catalogues and on-line resources to provide information relating to employment opportunities and coordinate responses with other areas when necessary. This job requires knowledge of governmental and federal programs for individuals with barriers to employment. Employees in this job class requires technical as well as user level knowledge of the systems and applications supported, and the ability to gather information, assess problems, and work with helpline users to effectively utilize the employment helpline.

 

 

TYPICAL DUTIES:  

1. * Responds to incoming helpline calls and email messages from system and helpline users.

2. Interviews users to obtain pertinent information; defines and documents communication.

3. * Capture helpline calls or email messages utilizing monitoring tools.

4. * Connect individuals to community services with external agencies.

5. * Schedules helpline follow up calls.

6. * Collaborate with key stakeholders to process and track referrals.

7. * Create report detailing questions and resolution.

8. * Maintains understanding of business processes supported by help desk system and ensures policies and regulations are followed.

9. * Determines whether system is functional and guides users through opportunities and options.

10. * Evaluates and manages emergency or crisis situations to ensure safety. Completes necessary incident reporting.

11. * Performs other duties and projects as assigned.

* Denotes Essential Job Function 

 

 

MINIMUM QUALIFICATIONS: 

- Ability to communicate effectively and respond to questions and requests;

- Effective written communication skills using appropriate business English;

- Knowledge of and skill to operate the applications supported, which includes Windows, Microsoft Word, Excel, Outlook, and Teams;

- Familiarity with in-house system or similar product preferred;

- Computer literacy to use business software, the Internet, enter data/retrieve data;

- Human relations skills to build effective working relationships;

- Demonstrated customer service, problem solving and common-sense skills.

 

 

EDUCATION REQUIREMENTS: 

Bachelors- Business Administration or related field

A comparable combination of formal education and work experience will be considered.

 

 

CERTIFICATES REQUIRED:  

The following licenses or certificates may be required depending on local, state and/or contract requirements:

Not Applicable

 

 

PHYSICAL REQUIREMENTS:  

Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:

• Viewing computer screen/monitor

• Utilizing keyboard

• Answering phone/making calls

 

 

WORK ENVIRONMENT:  

Work is performed in an office environment.

 

 

DISCLAIMER:  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks re