CDS Hiring for Customer Service Representative at Ohio Full Time

CAP Call Center Representative

Department/Group:

CAP Call Center

Shift: TBD

In accordance with contract terms

Location:

Work-from-Home

Travel Required:

None

Level/Salary Range:

TBD

Position Type:

Non-exempt

s to:

CAP Supervisor

Effective Date:

November 6, 2022

Job Description

ROLE AND RESPONSIBILITIES

Answer incoming calls from CAP client customers to respond to program questions and input note information relative to eligibility-based applications and programming as required.

ESSENTIAL FUNCTIONS

• Answers diverse incoming CAP programs calls professionally and responds in an accurate and timely manner to customer inquiries.

• Provide client customers with specific program information relative to their request as necessary. When necessary, schedule appointments.

• Maintain a working knowledge of the diverse eligibility-based programs.

• Research specific program information using available website resources.

• Where required, determine eligibility and enroll participants, ensuring compliance with program operations, regulations and standards.

• Provides accurate data entry into appropriate program data tracking system. Ensure all notes are accurately entered into the database, as required.

• Identify and escalate priority issues for resolution.

• Communicate with clients, staff and team members via the Slack platform.

• Ensure proficiency in the use of all different clients’ navigating tools.

• Update and maintain program records as required. Ensure proficiency in the use of different clients’ navigating tools.

• Use One-Note to obtain accurate and up-to-date information to serve client(s).

• Perform other duties as required.

POSITION QUALIFICATIONS

• Knowledgeable operation of computer and internet.

• Good command of business English including: spelling, grammar and punctuation.

• Ability to maintain attention to detail and accuracy while meeting service expectations.

• Ability to provide services based upon prescribed policies and procedures.

• Ability to deal effectively with customers who may be disabled, hostile or confrontational.

POSITION QUALIFICATIONS (continued)

• Ability to quickly develop a thorough understanding of the different community action program concepts and regulations governing the programs.

• Possess strong interpersonal, written and oral communication skills.

• Ensure excellent customer service to all callers while remaining cognizant of standards of performance metrics.

• Ability to establish and maintain effective working relationships with staff and other team members.

• Ability to contribute to the accomplishment of team/workplace goals, objectives and activities.

• Ability to work without close supervision while staying seated and focused for extended periods of time.

• Approaches customer service with a can-do attitude and helpful demeanor.

• Ability to remain calm and patient; not easily flustered.

• Knowledgeable in the use of VPN services, and remote phone services.

POSITION REQUIREMENTS

• Must have: High School/Diploma or GED required.

• Enthusiasm for delivering exceptional customer service.

• Maintain a high level of client confidentiality.

• Ability to follow directions and procedures.

• Ability to embrace change and remain flexible.

• Self-motivated to succeed in the role.

• Good attendance/tardy record.

Nice to have:

One-year full-time experience taking in-bound customer service calls in a call center environment.

I have read and understand the requirements.

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Employee Signature Date

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Management Signature Date

Revised 11/2/2022