Customer Service Lead

2 weeks ago

Houston, United States Workforce Solutions Full time

We're assisting our local employer to fill the Customer Experience Center Lead role:


POSITION SUMMARY:

The Customer Experience Center (CEC) serves as a gateway for the community to get information and resources needed to achieve the Houston Food Banks (HFB) mission of Food for Better Lives. The CEC Lead is responsible for being knowledgeable of all HFB departments and programs and providing excellent customer service to all callers and visitors by providing social service information, resources, and referrals throughout the organization and its network of partners. This position oversees the quality assurance, training, and customer service of the CEC representatives, and serves as a liaison to leadership.

Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly).

ESSENTIAL JOB FUNCTIONS:

  1. Reliable, consistent, on-site attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and participating in meetings and presentations
  2. Provides initial training as well as refresher training and/or updates to new and existing CEC representatives, visitors, and temps, as needed.
  3. Oversees quality assurance and customer service. Reviews daily, weekly, and monthly CEC reports, data, and overall metrics.
  4. Works with CAP leadership to create Standards of Operation Procedures for the CEC.
  5. Manages a large volume of inbound and outbound calls promptly providing excellent customer service to all callers.
  6. Engages in active listening of callers to route calls effectively.
  7. Identifies neighbors needs, clarifies information, researches every issue, and provides solutions and/or alternatives. Works to resolve neighbor complaints in a solution-oriented manner.
  8. Communicates clearly and effectively while leading and contributing as a productive member of the CEC team.
  9. Provides accurate, valid, and complete information by utilizing the tools/methods.
  10. Assists neighbors seeking application assistance for SNAP, Medicaid, TANF, and CHIP, in addition to local referral resources.
  11. Provides intake assistance to HFBs Home delivery program, as needed.
  12. Follows communication procedures, guidelines, and policies.
  13. Attends relevant meetings, adheres to deadlines, and participates in organizational, departmental, and team-level goals and objectives, as needed.


QUALIFICATIONS:

Education/Experience:

  • High School Diploma from an accredited school or general education development (GED) certificate. Associate degree preferred
  • 1+ year of phone customer service experience
  • 1+ year in a lead role
  • Bilingual(English/Spanish) to communicate with clients


Special Knowledge/Skills/Abilities:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

  • Ability to work with a diverse population, including the public
  • Proficiency with Excel, Word, and Outlook
  • Strong customer service skills and willingness to assist others
  • Able to communicate complex information clearly
  • Self-starter/self-motivated
  • Attention to detail
  • Strong problem-solving abilities
  • Able to cooperate and coordinate well with other departments
  • Must possess excellent written and verbal communication
  • Ability to operate a computer, copier, and other business equipment
  • Ability to organize work, time, and self
  • Ability to meet all deadlines
  • Ability to work independently with minimum supervision


TRAVEL REQUIRED:

No travel is required for this role.

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