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Client Service Representative
1 month ago
Job Title: Client Service Representative (CSR) Coordinator
Department: Staff
Status: Full time
FLSA Status: Exempt
Supervisor: Executive Director
Manages Others: Provides oversight and direction for volunteers
SUMMARY:
The Client Service Representative (CSR) Coordinator is responsible for processing new ramp applications in the cloud application SAWs uses, Buildertrend, as well as contacting potential clients by phone to validate and verify application information. In some cases, this may include helping someone who is unable (normally technologically challenged) complete the application by telephone and enter it into Buildertrend.
Additionally, the CSR will identify, recruit, train, monitor, and coach volunteer CSR’s. Most Indiana Counties SAWs serves have established volunteers who validate potential clients by phone, verify the application information and discover other details.
Regardless of who validates, all potential clients are sent liability waivers and, if renting, landlord permission forms. The CSR Coordinator monitors and follows up to make sure they are completed.
DUTIES AND RESPONSIBILITIES
- Mastery of a cloud-based application, Buildertrend. (We will teach)
- Manages User ID’s and passwords.
- Follows updates and identifies issues to Buildertrend troubleshooting team
- Makes changes to screens and forms when appropriate
- Responsible for processing all new ramp applications, either directly or with a team of volunteer CSRs.
- Conducts validation activities for new ramp applications.
- Helps to recruit volunteer CSRs and assigns to Indiana counties.
- Knows and can explain SAWs entire ramp build process from application to installation. (We will teach)
- Coordinates virtual training to new CSRs and conducts follow-up training when required.
- Monitors SAWs’ Admin email box to address potential and actual clients’ questions. Coordinates incoming email to Admin email box with Marketing Director.
- Monitors all CSR activities, case notes, and thoroughness of application processing.
- Meets report schedule (either weekly or monthly) for reports of leads, number of completed projects, open validations, and grant reports.
- Contributes to and helps maintain SAWs’ library of CSR training materials, referral sources, procedural documentation, and other pertinent material useful for CSR management.
- Participates in SAWs weekly staff meetings (currently every Thursday at 9am Eastern) to report on CSR progress, success stories, challenges, and identifying other support needs.
- Interacts routinely with the SAWs team members.
- Proactively identifies key problems and challenges and suggests, recommends, and provides possible solutions to the SAWs management team.
EDUCATION/EXPERIENCE/LICENSURE
- High School diploma or equivalent. Bachelor’s degree preferred in business, customer experience, or information technology.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent oral, written, organizational, and problem-solving communication skills.
- Mastery of telephone skills to potential clients including “smart” phone skills such as texting messages with links, managing three-way calls, and forwarding voice mail messages.
- Ability to explain and teach SAWs’ ramp application process.
- Ability to conduct virtual and telephone training sessions.
- Provide assistance as needed for volunteer CSR’s.
- Monitor CSR caseloads and adjust to volunteers’ availability and time-off needs.
- Communicate clearly with management.
- Ability to manage, develop and implement corporate strategies and practices.
- Demonstrate best practices acting professionally with all SAWs team members.
- Skills in Microsoft Office Suite products
- Manage our priority software programs - SAWs will teach candidate Buildertrend.
- Enjoy working in a not-for-profit environment and support the SAWs mission.
PHYSICAL DEMANDS:
- Hearing and speaking to exchange information.
- Vision in order to share screens when training, review ramp applications, and track application information.
- No or very limited physical effort required.
- Work is performed primarily in home environment; office environment available too, but not required
- Weekly staff meeting attendance – on-site preferred, virtual available.
- Dexterity of hands to perform the tasks required of the position.
- Regularly stand or sit for extended periods of time.
Servants At Work
Since 2003, Servants At Work (SAWs) builds handicap access ramps for those with permanent or long-term mobility challenges and in homes experiencing low income. SAWs has experienced an over 50% increase in ramp applications from the previous year. Referrals come in from loved ones, rehab hospitals, physician's offices, Indiana 211, CICOA, churches, and many other sources.
In Indiana, SAWs has built over 4000 ramps for a diverse group of qualified clients in 70 counties. We are able to do this work with the help of thousands of difference-making volunteers and many generous community partners.
Servants at Work, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
Servants at Work, Inc. reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and employees.
Servants at Work, Inc. also provides a work environment in which each employee is able to be productive and work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all employees in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all employees and applicants.
