Client Services Representative II
2 weeks ago
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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