Customer Care Representative

Description

Customer Care Representative

REPORTS TO: Assistant Senior Director

SUMMARY

The Puerto Rican Action Board (PRAB) is a comprehensive human services organization in Middlesex County, New Jersey. We provide a comprehensive range of essential services for children, youth, families, and senior citizens. We deliver need-based assistance to low and moderate-income residents of Central New Jersey and serve as advocates for those seeking to live productive, self-sufficient lives.

The Customer Care Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company services and programs as well as communicating effectively with team members within the customer service department. S/he effectively explains PRABs services to new and existing clients. S/he answers inquiries and questions, handles complaints, troubleshoots problems and provides information to all Home Energy Clients. In Addition, S/he is creative, energetic, and flexible individual who routes all agencies calls to the respective Departments.

RESPONSIBILITIES

Customer Service

• Operates switchboard and multi-line telephones to answer incoming agency and home energy program calls.
• Provides timely and accurate information to incoming clients request.
• Researches and provides accurate information on status of applications to home energy clients.
• Determines intent of caller and makes appropriate connection in a courteous manner.
• Effectively explains the company’s services to new and existing clients.
• Develops and maintains customer relations through phone interactions.
• Resolves customers issues that require in-depth research and provide written explanations
• Assists in maintaining and updating phone directories and event schedules via computerized database when notified of changes in order to access correct information.
• Maintains logs of incoming calls and any additional information required for various reports or special projects.
• Pages personnel and transfers calls as needed on intercom system
• Provides routine information to callers
• Manage all phone system recordings, night messages, and special announcements
• Accurately documents necessary account information using assigned databases and tools and offers solutions that benefit the customer.
• Supports home energy department processing by processing files and/or updates as assigned
• Provides front desk coverage as needed, including lunch periods and/or approved vacation/personal time as well as during call outs.
• Will be expected to learn specific database systems to support day to day functions, including Q-Less, OIT and EmpowOR. 
• Will perform additional duties as assigned

General

• Participate actively and represent PRAB in community life within Central New Jersey, including community events, neighborhood and community groups, advocacy efforts, policy-oriented forums, PRAB partnerships and collaborations, government agencies, and private institutions
• Conduct, attend, and participate in internal meetings to maintain and improve professional competence
• Work diplomatically to solve problems within the organization
• Maintain professional appearance and behavior
• Perform other duties as assigned by Home Energy Manager

QUALIFICATIONS

• At least High school diploma or equivalent

• One year of customer service experience preferred

KNOWLEDGE, SKILLS & ABILITIES

• Fully committed to PRABs vision, mission, and strategic goals and outcomes
• Excellent organizational, analytical, oral and written communications skills
• Ability to work collaboratively with a fast paced, highly interactive staff
• Proven ability to follow standard filing procedures
• Proven ability to work effectively in a team setting
• Proven ability to work well with diverse groups
• Proven ability to solve problems, resolve conflicts, and
• Proven ability to handle multiple tasks effectively under pressure
• Proven ability to meet strict deadlines within time constraints, with emphasis on accuracy and timeliness
• Computer literate with knowledge of Microsoft Office applications
• Bilingual English/Spanish required
• Demonstrated maturity, integrity, and sound judgment

Physical Demands and Working Environment

• Regularly stand, sit, and walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell
• Frequently lift and/or move up to 25 pounds
• Generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.

Compensation and Hours

• This is a part-time, hourly position (20 hours Per Week)
• Pay is based on an pre-established range and is commensurate with experience
• May includes some early evening and weekend work hours during emergency season.  

PRAB IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Qualifications