Contact Support Center Representative

CLASSIFICATION/STATUS: Full Time, 40 hours, Non-Exempt, Permanent

WORK LOCATION: Hybrid – Lawrence, MA

DEPARTMENT: CSD – Customer Support Center

REPORTS TO: Associate Director, Customer Support Center

JOB LEVEL: 1 - Foundational

AREAS OF IMPACT: Customer Service, Case Management, & Other Administrative Functions

SUPERVISORY RESPONSIBILITIES: No direct reports

WHO YOU ARE:

YOUR ROLE & IMPACT AT ASG

As part of a purposeful team at ASG, an integrated marketing agency that powers progress for corporations, nonprofits, government agencies, and the communities they serve, the Customer Support Center Representative plays a critical role in delivering exceptional customer service and case management support. The Representative is responsible for executing advanced administrative functions and providing compassionate assistance to the public in navigating complex and sensitive cases. With a focus on problem-solving, discretion, and adherence to regulatory guidelines (covered in training), this role requires a professional with a proven track record in customer support and case management. The Customer Support Center Representative serves as a trusted point of contact for clients, fostering meaningful relationships, delivering exemplary service, and advancing ASG’s mission with integrity and dedication.

YOUR RESPONSIBILITIES

• Obtain client information through phone, chat, email, mailing, and other customer service communication channels; conduct in-depth interviews and meetings with clients; verify and analyze information with a high level of accuracy.
• Assess program eligibility with an advanced understanding of client information against requirements.
• Provide comprehensive explanations of procedures to clients; answer inquiries; supply detailed information; handle specialized cases or case lists as assigned by management.
• Uphold and enhance quality results by strictly adhering to department standards and guidelines; propose process improvements.
• Efficiently manage high volumes of inbound and outbound communications professionally.
• Conduct virtual or in-office meetings with clients as needed.
• Implement advanced communication scripts and policies when dealing with various topics.
• Maintain the utmost confidentiality in all client interactions, ensure high integrity and ethics, and adhere to conflict-of-interest processes on a daily basis.
• Achieve personal/team qualitative and quantitative goals.
• Participate in professional in-person events (as needed).
• Utilize CRM and database systems (ex: Salesforce) to monitor and evaluate applicant success rates critically.
• Coordinate mail processing and outbound correspondence tasks.
• Cross training for backup and volume needs, as necessary, appeals, training, mail process, outbound correspondence, special projects.
• Perform additional projects, initiatives, duties, responsibilities for any area throughout ASG while demonstrating flexibility and adaptability, for the overall success of the organization as directed by the Associate Director, Customer Support Center and/or their designee(s).