ROLE AND RESPONSIBILITIES
Answer incoming calls from CAP client customers to respond to program questions and input note information relative to eligibility-based applications and programming as required.
ESSENTIAL FUNCTIONS
Answers diverse incoming CAP programs calls professionally and responds in an accurate and timely manner to customer inquiries.
Provide client customers with specific program information relative to their request as necessary.
When necessary, schedule appointments.
Maintain a working knowledge of the diverse eligibility-based programs.
Research specific program information using available website resources.
Where required, determine eligibility and enroll participants, ensuring compliance with program operations, regulations and standards.
Provides accurate data entry into appropriate program data tracking system.
Ensure all notes are accurately entered into the database, as required.
Identify and escalate priority issues for resolution.
Communicate with clients, staff and team members via the Slack platform.
Ensure proficiency in the use of all different clients’ navigating tools.
Update and maintain program records as required.
Ensure proficiency in the use of different clients’ navigating tools.
As required, place outbound Child Care Open Enrollment Calls to those on Waiting Lists.
Use One-Note to obtain accurate and up-to-date information to serve client(s).
Perform other duties as required.
POSITION QUALIFICATIONS
Knowledgeable operation of computer and internet.
Good command of business English including: spelling, grammar and punctuation.
Ability to maintain attention to detail and accuracy while meeting service expectations.
Ability to provide services based upon prescribed policies and procedures.
Ability to deal effectively with customers who may be disabled, hostile or confrontational.
Ability to quickly develop a thorough understanding of the different community action program concepts and regulations governing the programs.
Possess strong interpersonal, written and oral communication skills.
Ensure excellent customer service to all callers while remaining cognizant of standards of performance metrics.
Ability to establish and maintain effective working relationships with staff and other team members.
Ability to contribute to the accomplishment of team/workplace goals, objectives and activities.
Ability to work without close supervision while staying seated and focused for extended periods of time.
Approaches customer service with a can-do attitude and helpful demeanor.
Ability to remain calm and patient; not easily flustered.
Knowledgeable in the use of VPN services, and remote phone services.
POSITION REQUIREMENTS
Must have: High School/Diploma or GED required.
Must provide your own computer equipment and stable internet service.
Enthusiasm for delivering exceptional customer service.
Maintain a high level of client confidentiality.
Ability to follow directions and procedures.
Ability to embrace change and remain flexible.
Self-motivated to succeed in the role.
Good attendance/tardy record.
One-year full-time experience taking in-bound customer service calls in a call center environment.
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