Customer Service Representative

1 month ago


Martinsville, Virginia, United States YoungWilliams Full time
Job Summary
YoungWilliams is seeking a highly skilled and bilingual Customer Assistance Specialist to represent the organization and provide exceptional customer service to internal and external customers. This role requires excellent communication skills, proficiency in computer systems, and experience in customer service.

Key Responsibilities
  • Answer telephone inquiries and respond to citizen inquiries related to public assistance programs
  • Accept telephonic applications for public assistance programs
  • Enter applications into the Rapid Data Entry (RDE) system
  • Screen applicants to determine if existing cases exist or applications are pending
  • Assist other Customer Service Representatives
  • Use multiple complex computer systems to research, validate, update, and maintain case information
  • Provide information to callers, including rights and responsibilities
  • Maintain accurate files, records, and reports to document communication, compliance, and resolution of issues
  • Adhere to all safety and security procedures
  • Practice timely and regular attendance
  • Fluently read, write, and speak Spanish and English

Requirements
  • High School Diploma, GED, or equivalent experience; Bachelor degree in human services field preferred
  • 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
  • Able to fluently read, write, and speak Spanish and English; successful completion of YoungWilliams Bilingual certification preferred


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