Customer Support Specialist II

2 weeks ago


Columbus, Ohio, United States IMPACT Community Action Full time

Customer Service Representative II

Company: IMPACT Community Action

Position Overview: The Customer Service Representative II plays a pivotal role in leading a team of Customer Service Representatives, collaborating with agency personnel and clients to ensure seamless service delivery. This position is designed for individuals with entry-level experience who are eager to contribute to a supportive environment.

Key Responsibilities:

  • Assist the Call Center Manager in optimizing customer service operations and generating performance reports.
  • Provide guidance to CSR I team members by addressing inquiries and escalating issues as necessary.
  • Conduct interviews with clients to assess their needs and provide tailored assistance.
  • Educate clients about various agency programs, ensuring they receive comprehensive information regarding available services.
  • Perform quality assurance reviews of customer interactions to ensure adherence to agency standards and identify training opportunities.
  • Document case file statuses and submit daily reports to management.
  • Support the resolution of compliance issues by collaborating with management and responding to inquiries.
  • Accurately input client information into the agency's database and maintain organized records.
  • Understand eligibility criteria for agency programs to facilitate the application process.
  • Engage with utility companies and other service agencies as required.
  • Attend training sessions to enhance knowledge of agency programs and improve service delivery.
  • Deliver exceptional customer service by actively listening and responding to client needs promptly.
  • Make referrals to internal and external resources as necessary.
  • Meet productivity standards established by management for processing applications.
  • Demonstrate strong leadership qualities, integrity, and the ability to work independently.
  • Participate in outreach activities and assist with mobile service locations when needed.
  • Advocate for clients with utility providers and community organizations to ensure their accounts are managed effectively.
  • Perform additional duties as assigned by management.

Working Environment: This role operates within a high-volume customer service setting, engaging with low-income individuals in crisis situations. The position requires extended periods of telephone and computer use, with occasional travel and flexibility in working hours.

Qualifications:

  • High School diploma or G.E.D.
  • Valid driver's license and reliable transportation.
  • Preferred: Experience in non-profit organizations, community action agencies, or call centers.
  • Preferred: Bachelor's degree in human services, nonprofit management, or a related field.

Equal Opportunity Statement: IMPACT Community Action is committed to fostering a diverse workforce and providing equal employment opportunities to all individuals.



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