Client Service Representative - Corporate - 62639

SUMMARY OF JOB RESPONSIBILITIES:

• Administer all incoming calls professionally
• Respect and communicate in a professional manner with parents of assigned centers to build long term relationships with families
• Ability to identify caller request/need and assist on a case by case basis
• Process enrollment applications, adds & drops and process customer payments; ensuring accuracy and timeliness
• Screen customer complaints concerning billing or services rendered; and escalate to appropriate management personnel as needed
• Assist in the agencys financial aid and scholarship program, including processing and maintain awards and renewals, and communicating such aid and scholarships recipients
• Coordinate and perform third party billings
• Maintain confidential records and files, meeting all required standards of confidentiality and safety
• Communicate to site coordinator when drops from program, enrollment plan changes, or other issues occur
• Redirect phone calls to appropriate departments
• Flexibility to be able to work virtual/remote when needed
• Promote and maintain good working relationships with other staff members as well as members of the management team
• Conform with and abide by all regulations, policies, work procedures, and instructions
• Provide back up as needed in the presence of overflow of duties
• Protects organizations value by keeping information confidential
• Models the organizations core values through behaviors associated with social and emotional leadership, helping motivate and foster teamwork in achieving department goals
• Perform other duties as assigned by Client Services Manager and Director of Finance

REASONING ABILITY:

• Ability to gauge, adjust, and manage self-emotions, recognizing self-limits
• Ability to solve practical problems and deal with a variety of situations
• Ability to interpret a variety of instructions furnished in written and oral format
• Ability to respond quickly and appropriately to an emergency or a crisis situation
• Ability to problem solve and multitask
• Ability to interpret and give instruction
• Ability to make responsible decisions
• Ability to build effective relationships
• Ability to empathize with clients in regards to sensitive situations
• Ability to remain professional and confidential in the face of conflict
• Ability to adapt behavior and approach as circumstances arise

PERSONAL SKILLS AND CHARACTERISTICS:

• Ability to carry out multiple projects simultaneously
• Ability to communicate effectively and professionally via written emails and correspondence, exhibiting correct grammar and punctuation
• Resourceful and well organized
• Strong commitment for doing what is right for the agency
• Strong customer service skills
• Seeks the win-win opportunity

PHYSICAL CONDITIONS:

• Requires being stationary and using a computer for long periods of time
• Requires daily standing, sitting, bending and stooping
• Requires normal range of hearing and vision
• Requires the ability to lift 40 pounds

WORK ENVIRONMENT:

• Ability to work overtime and odd schedules (flexibility is important)
• Ability to work primarily at the corporate office, and remotely when necessary
• Ability to manage high volume call periods
• Ability to work simultaneously with multiple departments and teams

ENVIRONMENTAL CONDITIONS:

• Noise level in the work environment is usually moderate
• No or very limited exposure to physical risk

BEHAVIORS ASSOCIATED WITH SOCIAL AND EMOTIONAL LEADERSHIP

• Self-Awareness and Self Control: ability to fully understand the impact emotions have on performance, assessment of strengths and weaknesses, relationships, and others. Ability to implement self-control is assessing frustration, anger, disappointment, failure (models resilience) and fear (models courage).
• Empathy: ability to understand the perspective of others. Includes listening, honoring others views, assessing impact of words, and the desire to serve.
• Social expertness: ability to build relationships which model caring, concern and healthy conflict. Demonstrate ability collaboration and conflict resolution.
• Personal Influence: ability to positively lead and inspire others and integrate such model personally. Demonstrates ability to support positive work culture, which encourages results from others. Demonstrates self-confidence, initiative, motivation, optimism and flexibility.

CORE VALUES

Caring (see also warm, relatable, personable, upbeat, positive, dont be a jerk): person strong in this core value

• Wants the best for others.
• Thinks proactively about ways to meet the needs of others or a situation.
• Considers other perspectives before pursuing new strategies. (Simplified: Respects others.)

Dependable (see also professional, proud of Clayton, understands our value proposition): A person strong in this core value

• Delivers on commitments no matter how big or small they are.
• Provides reliable and timely information.
• Creates clarity

Child-focused: A person strong in this core value

• Commits to preparing children for great lives.
• Places value on what is important to children and ensuring their safety.
• Considers many factors when making decisions but highly prioritizes what is beneficial and safe for children.

Growth Mindset: A person strong in this core value

• Believes in the perpetual opportunity to learn and improve.
• Sees changes and challenges as opportunities.
• Believes all people can become more capable and celebrates that opportunity.

Adaptable (see also versatile, creative): A person strong in this core value

• Responds effectively and constructively to changes in the environment. Sees new opportunities in changes that happen.
• Respond to the needs of others whose needs/processes/plans cause a change in our processes/plans. Able to negotiate win-win solutions.
• Looks for new ways to do things that are more effective or efficient.

This position description does not list all the duties of the job. Incumbent may be asked to perform other functions and duties. Incumbent will be evaluated in part based upon performance of the responsibilities in this job description.

QUALIFICATIONS AND SKILLS:

• Ability to perform all job requirements satisfactorily and meet the Education/Experience, Reasoning Ability, Personal Skills/Characteristics, Physical Conditions, Work Environment and Environmental Conditions listed below
• Detail oriented, accurate and efficient with high degree of attention to detail
• Able to work in a team environment and a virtual environment with minimal supervision
• Excellent verbal communication skills and professional etiquette
• Working knowledge of basic math and grammar with proficient written communication skills
• Minimum 2 years of experience with Microsoft Office: Outlook, Word and Excel
• Ability to learn and perform duties on company used software systems
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
• Bilingual/Spanish Preferred.

EDUCATION AND/OR EXPERIENCE:

• Must be 18 years of age
• HS diploma or equivalent required
• 1 year of work experience involving client contact, telemarketing or customer service related work
• Computer skills Microsoft Office (Word and Excel); relational databases
• Proficient in typing