impactca

Customer Service Representative I (Call Center)

Columbus, Ohio

Sponsorship not specifiedDetected 11 days ago

SalesforceOutbound SalesCustomer SupportResearchCommunicationProblem Solving

About the role

Works directly with customers on an individual basis and/or provides program and general Agency information via telephone, e-mail and chat in a call center environment.
Identifies additional customer needs and makes recommendations for referrals to additional programs.
Provides customer education and referrals on a variety of topics.

Requires ability to operate telephone and personal computer for extended periods of time.
Print, scan and upload error-free applications containing customer's signatures and provides completed application and required documentation into the OCEAN/Salesforce system and our internal electronic storage.
Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.
Position meets required productivity standards established by management for taking application from target population.
CSR I candidate must be able to complete various duties while simultaneously maintaining each program's processes rules and guidelines with a sense of urgency.
High School diploma or G.E.D.
Valid Ohio Driver's License and reliable transportation and ability to meet Agency insurance policy
Previous experience in a customer service role
Track record of over-achieving quota
Strong phone and verbal communication skills along with active listening

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

Strong Interpersonal Skills
Excellent Customer Service Skills, in particular de-escalation
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, call center and applications processes
Patient, Even-tempered
Integrity and Trust
Action Oriented
Drive for Results
Decision Quality

Greets, directs, and informs customers of all agency program by phone (Call Center), e-mail, or chat.
Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needs in a timely manner.
Identifying customers' needs, clarify information, research every issue and providing solutions.

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

This listing is sourced directly from impactca's careers page and normalized into a canonical job model.