Customer Assistance Specialist

4 months ago


Martinsville, United States YoungWilliams Full time
Summary of PositionThe Bilingual Application Specialist represents the ECSC and provides outstanding customer service to both internal and external customers by professionally answering calls for telephonic applications for public assistance programs and provides quality customer service to all callers. This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience. Essential Job DutiesAnswerstelephone inquiries and responds to citizen inquiries related to the servicesthey wish to apply for or are currently receivingAcceptstelephonic applications for public assistance programsEnters applications as a priority into the Rapid Data Entry (RDE) within the VACMS onlyScreensapplicants to determine if existing case exists or application is pendingAssistsother Customer Service RepresentativesUsesmultiple complex computer systems to research, validate, update, and maintaincase informationProvidesinformation to callers, including rights and responsibilitiesMaintainsaccurate files, records, and reports to document communication, compliance, andresolution of issueAdheres toall safety and security proceduresPracticestimely and regular attendanceFluently reads, writes, and speaks Spanish and English Education RequirementsHigh School Diploma, GED, or equivalent experience; Bachelor degree in human services field preferred Skills RequiredOne yearminimum of data entry experience or other related fieldsMust be ableto type 50 WPM minimumCustomerservice experience preferably in a call center environmentMust becomfortable with heavy computer usage with the ability to multitask while usingmultiple computer screens, programs, and interfaces while on the telephoneAbility tohandle multiple processes and maintain courteous and professional manner duringcallsAbility todevelop, interpret, and implement policies and proceduresExcellentorganizational, interpersonal, written, and verbal communication skillsAbility toexcel in a fast-paced, deadline-oriented work environmentAbility towork as a team member as well as independentlyAble to fluently read, write, and speak Spanish and English; successful completion of YoungWilliams Bilingual certification preferred

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