Client Services Representative II

2 weeks ago


Columbus, Ohio, United States IMPACT Community Action Full time

Customer Service Representative II

Overview: This role is designed for an individual who is passionate about providing exceptional customer service and support. As a Customer Service Representative II, you will play a crucial role in assisting clients and ensuring their needs are met effectively.

Key Responsibilities:

  • Act as a team leader for fellow representatives, guiding them in maintaining a seamless customer service workflow.
  • Conduct quality control reviews of customer interactions to ensure accuracy and compliance with agency standards.
  • Respond to client inquiries and complaints, providing personalized assistance via phone, email, chat, and in-person communication.
  • Identify additional client needs and recommend appropriate referrals to relevant programs.
  • Educate customers on various agency services and programs, including energy assistance and community support initiatives.

Additional Duties:

  • Support the Call Center Manager in optimizing service delivery and preparing performance reports.
  • Conduct interviews with customers to assess their needs and provide tailored solutions.
  • Review and audit customer interactions for quality assurance, identifying training opportunities for staff.
  • Maintain accurate records of customer information in the agency's database.
  • Communicate effectively with utility companies and other service agencies as necessary.

Qualifications:

  • High School diploma or equivalent required.
  • Valid driver's license and reliable transportation.
  • Experience in customer service or related fields is preferred.

Skills and Competencies:

  • Strong interpersonal and communication skills.
  • Ability to manage multiple tasks while adhering to program guidelines.
  • Proficient in using computer applications and technology.
  • Demonstrated problem-solving abilities and decision-making skills.

Working Environment: This position operates in a high-volume customer service setting, requiring the ability to handle calls and inquiries efficiently. Flexibility in working hours may be necessary.

Commitment to Diversity: IMPACT Community Action values a diverse workforce and is dedicated to providing equal employment opportunities that promote inclusivity and meaningful experiences.



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