Customer Service Representative

2 weeks ago


Martinsville, Virginia, United States YoungWilliams Full time

Job Summary

The Bilingual Application Specialist represents YoungWilliams and provides exceptional customer service to internal and external customers by professionally answering calls for telephonic applications for public assistance programs and delivering quality customer service to all callers. This position requires excellent communication skills, proficiency with computer systems, and experience in customer service.

Key Responsibilities

  • Respond to telephone inquiries and provide information to citizens regarding the services they wish to apply for or are currently receiving.
  • Accept telephonic applications for public assistance programs and enter them into the Rapid Data Entry (RDE) system.
  • Screen applicants to determine if existing cases exist or applications are pending.
  • Assist other Customer Service Representatives as needed.
  • 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 and able to multitask while using multiple computer screens, programs, and interfaces while on the telephone.
  • Ability to handle multiple processes and maintain a 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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