Customer Service Representative (Customer Service & Support)

Job Overview

This position is responsible for resolving routine to complex or escalated customer service matters and performing front-line customer service duties in call centers, offices, and customer intake areas.

The ideal candidate will excel in interpersonal and customer service skills, effectively communicating with a diverse customer base in a clear and professional manner. They will exhibit strong written and verbal communication abilities, ensuring all interactions are courteous, accurate, and effective.

This candidate will have at least two years of working experience in a high-volume call center environment and demonstrate the capability to manage multiple tasks efficiently while maintaining high-quality service standards. Proficiency in using computers and software applications for accurate and timely data entry is essential.

Additionally, they will be adaptable to a hybrid work schedule, which includes both teleworking and in-office responsibilities, and will be dependable in meeting attendance and performance expectations in both settings. Bilingual (Spanish preferred); ability to read, speak, and write in both English and Spanish.

This job posting will close on March 16th or once 50 applications have been received, whichever happens first. 

Starting Salary

$34,320 - $44,616

Benefits

Click HERE to view our Benefits at a glance

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

• Uses office equipment and software to receive and respond to customer requests and complaints, document needs and concerns, and refer customers to other parties.       
• Establishes and updates customer records, makes account adjustments, and processes payments.       
• Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.        
• Schedules services and/or dispatches service providers based on set parameters. Communicates with operational teams at designated times and when changes will affect work plans and/or customer needs or solutions.     
• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and to track/report time spent on various tasks.
• Reconciles/updates customer accounts, funding sources, and billing systems.      
• Applies designated procedures, guidelines, tools, and resources to accomplish job duties.      
• Coordinates with other departments, organization, or service providers based on customer needs and established guidelines.        
• Follows up with customers at designated frequency, intervals or sets of circumstances to give updates, provide notification or guidance, and request information or feedback.       
• Provides customer service support or related duties when required by the Office of Emergency Management.   
• Investigates complaints, account discrepancies, and system issues. 
• Reconciles/updates customer accounts, funding sources, and/or billing systems for advanced and emergency needs.      
• May serve as team lead for other customer service representatives in the department/work unit.       
• Resolves customer service challenges that don’t fit standard solutions.   
• Performs other related duties as required.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Skill in the use of service-oriented