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Customer Assistance Specialist

4 months ago

Martinsville, United States YoungWilliams Child Support Services Full time
***Earn up to $16 per hour – Bonus Opportunities paid Biweekly***

***Paid Holidays – Paid Time Off - Paid Training - Benefits Package available***

***Full time, Monday – Friday, Day shift**

Summary of Position
The Customer Assistance 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 Duties

  • Answers
    telephone inquiries and responds to citizen inquiries related to the services
    they wish to apply for or are currently receiving
  • Accepts
    telephonic applications for public assistance programs
  • Enters applications as a priority into the Rapid Data Entry (RDE) within the VACMS only
  • Screens
    applicants to determine if existing case exists or application is pending
  • Assists
    other Customer Service Representatives
  • Uses
    multiple complex computer systems to research, validate, update, and maintain
    case information
  • Provides
    information to callers, including rights and responsibilities
  • Maintains
    accurate files, records, and reports to document communication, compliance, and
    resolution of issue
  • Adheres to
    all safety and security procedures
  • Practices
    timely and regular attendance
Education Requirements

High School Diploma, GED, or equivalent experience; Bachelor degree in human services field preferred

Skills Required
  • One year
    minimum of data entry experience or other related fields
  • Must be able
    to type 50 WPM minimum
  • Customer
    service experience preferably in a call center environment
  • Must be
    comfortable with heavy computer usage with the ability to multitask while using
    multiple computer screens, programs, and interfaces while on the telephone
  • Ability to
    handle multiple processes and maintain courteous and professional manner during
    calls
  • Ability to
    develop, interpret, and implement policies and procedures
  • Excellent
    organizational, interpersonal, written, and verbal communication skills
  • Ability to
    excel in a fast-paced, deadline-oriented work environment
  • Ability to
    work as a team member as well as independently