Job Details

JOB TITLE:               Customer Service Specialist

FLSA STATUS:          Non-exempt

DATE:                        July 2024

REPORTS TO:           Customer Service Leader

PRIMARY PURPOSE OF JOB

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Utilizes multi-line phone system to answer and direct telephone calls to appropriate personnel for multiple locations.
• Greets visitors in a professional and courteous manner; gives appropriate resources(s) or information to customers; notify appropriate personnel of their arrival.
• Provides excellent customer service to clients, prospective clients, vendors, and visitors, as well as internal staff.
• Processes incoming mail and faxes, open, distribute, and scan as required.
• Maintains senior center mailing labels; stuff envelopes as needed.
• Assists with Monthly Home Delivered meal contribution letters.
• Assists with the fulfillment of work orders.
• Establishes and maintain a positive and effective back-up, cross-train and job share with other Customer Service Specialists.
• Assists with special projects as needed, including letter printing and distribution.
• Provides administrative support to other departments as needed.
• Serves as notary as directory.
• Coordinates meal tickets and coupons and forms for Senior Center personnel.
• Ensures work room equipment is stocked and in working order daily.
• Ensures kitchen supplies are stocked and assists in keeping the Breakroom organized and clean.
• Checks Boardroom daily and helps organize and clean any observed needs.
• Assists with HCBS printing and other administrative tasks.
• Maintain confidentiality of information viewed and accessed.
• Preform opening and closing procedures, such as locking/unlocking doors and turning on/off lights in the building.
• Provide information and assistance regarding services for seniors and caregivers daily, including but not limited to housing lists, medical equipment suppliers, utility assistance, caregiver relief, referrals, legal services and public benefits.
• Record all work performed timely and accurately in appropriate units of time for billing/reimbursement.
• Ability to drive to other SeniorAge locations as needed.
• Other duties as assigned by the Customer Service Specialist.

KNOWLEDGE, SKILLS, and ABILITIES

• Excellent people skills and professionalism.
• Ability to relate to people of all ages with compassion.
• Ability to keep consistent, regular, and punctual attendance by being at work on time and continuing until work assignments are complete
• Strong commitment to SeniorAge Mission, Vision and Values.as well as willingness to work on a collaborative team.
• Ability to treat clients, fellow employees, and the general public with courtesy, dignity and respect.
• Proficient in all Microsoft Office applications, including Word, Excel, and PowerPoint; experience in volunteer management software preferred and ability to utilize and understand computers and other technology.
• Proficient in all Google applications, including Docs, Sheets, Drive and Gmail.\
• Strong understanding of database management and record keeping.
• Skill in completing multiple tasks at once.
• Ability to use good judgment, critical thinking, and strong decision-making skills 

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High School Diploma or GED.
• Two-four years previous experience with high-volume, multi-line phone systems.
• Two to four years previous office/clerical experience.
• Obtain and maintain Notary Public Certification.

 

PHYSICAL CONTEXT AND WORK ENVIRONMENT

 

Physical Requirements	Percentage of Work Time Spent on Activity
	0-24%	25-49%	50-74%	75-100%
Seeing: Must be able to see well enough to read directions and use computer.				X
Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.				X
Sitting: Must be able to sit for long periods of time.				X
Standing/Walking: Must be able to move about department and locations.				X
Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up items from the floor.		X