Customer Service Representative

2 weeks ago

Jefferson City, United States Alphapointe Full time
As part of its mission, Alphapointe provides preferential hiring to people with vision impairments (legally blind).

Alphapointe is a non-profit agency whose mission is to empower people with vision loss to achieve their goals and aspirations. Alphapointe offers a great working environment that's both challenging and satisfying as well as an array of benefits including medical, dental, vision and life insurance, short and long term disability, vacation and sick time, paid holidays and flexible spending options as well as a generous 401(k).

Job Summary: Responsible for responding and processing calls and other contacts from smiONE Card customers and stakeholders in accordance with policies and procedures and contractual obligations.

Essential Functions:
  • Responsible for responding to Customer Service calls received in accordance with policies and procedures.
  • Categorize all calls and other contacts received in one of the categories provided.
  • Record any abusive and/ or extraordinary calls.
  • Must have the ability to work independently with little or no supervision.
  • Assist with other duties as needed.
Additional Functions:
  • Respond promptly to customer needs.
  • Communicate effectively both orally and in writing.
  • Understand and explain smiONE Card policies and procedures.
  • Identify and resolve errors.
  • Maintain accurate records.
  • Work confidentially with discretion and integrity.
  • Meet schedules and deadlines.
  • Work varied schedules and overtime hours as necessary.
  • Physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of the job, the employee is regularly required to type, talk or hear.
  • The employee frequently is required to sit and reach with hands and arms.
  • The employee is sometimes required to stand and walk.
  • Must be able to occasionally lift and/or move up to 10 pounds.
Knowledge and Skill Requirements:
  • High School diploma or equivalent required.
  • A degree or certificate in a related field preferred.
  • Call center experience preferred.
  • Computer experience and typing proficiency required.
  • Policies and procedures involved in smiONE Card processing.
  • Must be proficient in data entry skills including keyboard, mouse, and 10-key pad.
  • Basic knowledge of Microsoft Windows and Office products.
  • Excellent written and spoken communication skills including voice tones and grammar as well as time management skills and organizational skills.
  • Modern office practices, procedures, and equipment.
  • Technical aspects of field of specialty.
  • Interpersonal skills using tact, patience, and courtesy.
  • Practice active listening skills to determine the nature of the customer inquiries.
  • Must be fluent in English.
Working Conditions
  • In office position
  • Full-time

Alphapointe is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Vet

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