Customer Assistance Specialist
Martinsville, VAFull-timeSeen todaySeen in employer's feed today
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Job overview
The Customer Assistance Specialist represents the ECSC and answers calls about public assistance programs. The role includes taking telephonic applications, providing information about callers’ rights and responsibilities, and delivering customer service to internal and external customers. The specialist enters and reviews case information using computer systems and documents communications, compliance, and issue resolution.
Skills & qualifications
Skills
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Benefits
Full job description
- Bonus Opportunities paid Biweekly* Paid Holidays - Paid Time Off - Paid Training - Benefits Package available *Full time, Monday - Friday, Day shift Summary of Position The Customer Assistance Specialist represents the ECSC and provides outstanding customer service to both internal and external customers by professionally answering calls for telephonic applications for public assistance programs and provides quality customer service to all callers. This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience. Essential Job Duties - Answers telephone inquiries and responds to citizen inquiries related to the services they wish to apply for or are currently receiving - Accepts telephonic applications for public assistance programs - Enters applications as a priority into the Rapid Data Entry (RDE) within the VACMS only - Screens applicants to determine if existing case exists or application is pending - Assists other Customer Service Representatives - Uses multiple complex computer systems to research, validate, update, and maintain case information - Provides information to callers, including rights and responsibilities - Maintains accurate files, records, and reports to document communication, compliance, and resolution of issue - Adheres to all safety and security procedures - Practices timely and regular attendance Education Requirements High School Diploma or GED required. Bachelor degree in human services field preferred. Skills Required - One year minimum of data entry experience or other related fields - Must be able to type 50 WPM minimum - Customer service experience preferably in a call center environment - Must be comfortable with heavy computer usage with the ability to multitask while using multiple computer screens, programs, and interfaces while on the telephone - Ability to handle multiple processes and maintain courteous and professional manner during calls - Ability to develop, interpret, and implement policies and procedures - Excellent organizational, interpersonal, written, and verbal communication skills - Ability to excel in a fast-paced, deadline-oriented work environment - Ability to work as a team member as well as independently
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