Customer Service Representative en None

Position:         CUSTOMER SERVICE REPRESENTATIVE

Reports To:   RESIDENTIAL MANAGER 

Position Summary:

The Customer Service Representative will be the liaison between the agency and its current and potential clients. This role will be able to accept ownership for effectively solving customer service issues, complaints, and inquiries, keeping customer satisfaction at the core of each call or inquiry.  

Essential Duties and

Responsibilities:

1. Manage large amounts of inbound and outbound calls in a timely manner
2. Schedule appointments for all agency departments
3. Confirm client appointments and collect copays when necessary
4. Ensuring all no-show clients are contacted daily
5. Ensuring clients from the waitlist is being contacted
6. Follow communication “scripts” when handling different topics
7. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
8. Seize opportunities to assist clients with other services that may be to their benefit
9. Build sustainable relationships and engage customers by taking the extra mile
10. Keep records of all conversations in Credible in a comprehensible way
11. Complete all assigned training courses to improve knowledge and performance level
12. Meet personal/team qualitative and quantitative targets.
13. Manage receptionist duties as required.

Qualifications:          To successfully perform in this position, the employee must be able to execute each duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions.

Education and Experience: 

• High School diploma or GED required. 

Skills: 

• Must be bilingual (English and Spanish)
• Must be detailed-oriented and highly organized
• Must be flexible and adapt well to change
• Must have the ability to multi-task effectively
• Customer service oriented
• Excellent oral, and written communication skills
• Excellent interpersonal skills

Reasoning Ability:    Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Physical demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee will have to sit and stand for indefinite periods of time. The employee may occasionally be required to lift and/or move up to fifteen pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation will be made to enable employees with disabilities to perform the essential functions. Most of the work is in a climate-controlled facility. The noise level varies from quiet to moderate to loud. At times the manager may have to drive in less than favorable conditions.