What are the responsibilities and job description for the Customer Assistance Specialist position at YoungWilliams Child Support Services?
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
- 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
Education Requirements
High School Diploma, GED, or equivalent experience; Bachelor degree in human services field preferred
Skills Required
Salary : $16
