Customer Service Representative I (Call Center)

**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