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Customer Support Representative

2 months ago

Columbus, Ohio, United States Insight Global Full time

Company: Insight Global

Position: Call Center Specialist

Location: Onsite

Contract Duration: 6-month contract with potential for extensions and permanent placement

Essential Qualifications:

  • 3-5 years of experience in customer support
  • Ability to handle approximately 50 calls daily
  • Proficient in using ticketing systems and resolving issues
  • Excellent interpersonal skills: punctuality, dedication, etc.

Preferred Qualifications:

  • Familiarity with Zendesk
  • Basic knowledge of housing programs

Key Responsibilities:

The role involves ensuring a high standard of customer service for both internal staff and external clients. Additional tasks may be assigned as needed.

  • Provide administrative assistance for team members.
  • Manage and distribute mail and email communications as required.
  • Handle inbound inquiries and concerns in a call center environment.
  • Assist with large-scale mailings and phone outreach.
  • Identify and escalate unresolved issues to management.
  • Respond to program-related tickets addressing client concerns.
  • Collect, scan, and upload necessary documentation from households.
  • Ensure case files are accurate and complete, signing off on relevant documents.
  • Input client information into the company’s record-keeping systems.
  • Prepare family briefing packets.
  • Provide information to applicants and interested parties regarding program details and waiting lists.
  • Assist applicants and tenants in completing various forms related to services.
  • Offer program information and resources to clients.
  • Schedule and coordinate client appointments.
  • Utilize office equipment efficiently in a dynamic environment.
  • Maintain positive relationships with clients, applicants, participants, and stakeholders.
  • May take on additional projects as required.