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Title: Customer Service Representative I (Call Center)

Classification:Non-Exempt

Reports to:Program Manager - Supportive Services/Call Center

Job Summary:Works directly with customers on an individual basis and/or provides program and general Agency information via telephone,e-mailand chat in a call center environment.Identifiesadditionalcustomer needs and makes recommendations for referrals toadditionalprograms. Provides customer education and referrals on a variety of topics.

Job Responsibilities:

• Greets,directs, and informs customers of all agencyprogramby phone (Call Center), e-mail, or chat. Specific time will be spenteducating customerson the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP+) and other fuel fund and all other agency programs.

• Accurately enters customers' program required information into the computerized database and files.

• Understandsprogram eligibility guidelinesin order toprocess applications for HEAP, CSBG, and all other agency funding sources.

• Print, scan and upload error-free applicationscontainingcustomer's signatures andprovidescompleted application andrequireddocumentation into the OCEAN/Salesforce system and our internal electronic storage.

• Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director.

• Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.

• Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needsin a timely manner.

• Makes referrals to other internal and external programs as needed.

• Makes referrals to other community resources asappropriate.

• Position meets required productivity standards established by management for takingapplicationfrom target population.

• CSR I candidate must be able to complete various duties while simultaneouslymaintainingeach program's processes rules and guidelines with a sense of urgency.

• Managinglarge amountsof inbound and outbound callsin a timely manner.

• Followingcall center "scripts" when handling different topics.

• Identifyingcustomers' needs, clarify information, research everyissueandprovidingsolutions.

• Assumes other duties assigned by the Program Manager, Director and/or the executive leadership.
  

Working Conditions and Physical Requirements:

High-volume customer service office and/or call center environment serving low-income people incrisis;and managing calls for all Agency staff and programs. Requires ability tooperatetelephone and personal computer for extended periods of time. May work some Saturdays andextendedoffice hours.Occasionaltravel.

Competencies and Knowledge, Skills, and Abilities:

• Patient, Even-tempered

• Integrity and Trust

• Action Oriented

• Drive for Results

• Strong Interpersonal Skills

• Decision Quality

• Problem Solving

• Process Management

• Excellent Customer Service Skills, in particular de-escalation

• Flexibility

• Verbal, Written Communication Skills

• Listening; Ability to communicate complex funding rules to the customer's level of understanding

• Technical Skills (e.g., PC applications)

• Functional Knowledge and Skills - examples:

• Knowledge of program eligibility guidelines, callcenterand applications processes

Minimum Education and Qualifications:

• High School diploma or G.E.D.

• Valid Ohio Driver's License and reliable transportation and ability to meet Agency insurance policy

• Previousexperience in a customer service role

• Track recordof over-achieving quota

• Strong phone and verbal communication skills along with active listening

• Preferred:

• Prior non-profit/community action agency/human services/call center/Salesforce systems experience

Equal Opportunity Statement:

IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed toprovidingequal employment opportunities that foster diversity and meaningful experiences.