Customer Service Specialist

JOB DESCRIPTION

POSITION SUMMARY:
Customer Service Specialist is responsible for assisting individuals and families to connect with resources. This work includes greeting customers, assessing needs, data entry, initiating assessments, providing excellence in customer service and collecting customer satisfaction feed-back. The Customer Service Specialist will enter data into the agency’s computer software systems, maintain customer files to include documents required for program eligibility, schedule appointments, conduct interviews with customers, assist with intake applications and work with agency team to provide comprehensive approach to meeting customer needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Greets customers on phone or in-person and provides excellent customer service to meet needs.
2. Obtains relevant household information from customers; gathers information and records into software systems, assesses and prioritizes customer needs; identifies customer resources; builds rapport with customers.
3. Identifies needs and interests of the customer; acts as a liaison between customers and referral program/agency; assists customer(s) with completing applications for services, provides follow-up to complete application process.
4. Performs data entry, maintains current knowledge of software changes and updates.
5. Maintains general knowledge of program rules and regulations follows assigned guidelines.
6. Maintains records as required, assists with phone calls and visitors, answers inquiries and directs customers to appropriate personnel, schedules appointments and returns phone messages promptly.
7. Provides assistance to team members as needed.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Performs additional duties as assigned.