Customer Service Representative

Customer Service Representative

Location: Santa Fe Springs, CA

Richard Heath & Associates, Inc. (RHA) is seeking a dedicated and talented professional for the following opportunity in Santa Fe Springs, CA:

Customer Support Representative

Full-time, non-exempt

JOB SUMMARY

The Customer Support Representative will provide excellent customer service via inbound and outbound telephone and email; answering detailed questions on all program guidelines. Assist callers with request for program services, status checks and document inquiries and complaints. Responsible for obtaining supporting document for the completion of program enrollment files. Research information in Program database and data enter caller information/updates into the Program database. This position is hybrid with a minimum of 1 day in our Santa Fe Springs office.

Essential Functions

• Database
• Perform Data Entry, update and manage program information utilizing required Program databases (internal and external utility database)
• Complete minimal research on Program databases to provide acceptable levels of customer service
• Perform Data Entry, update and manage program information utilizing utility system, MS Office - particularly Excel - as required
• Customer Service and Administrative Duties
• Maintain correspondence with Program customers in a professional manner and represent RI + RHA and its Client in a professional manner at all times
• Perform outbound calls and maintain compliance for open leads at levels set by Program Management
• Maintain confidentiality regarding all information used for the program
• Maintain a production level determined by Program Management
• Maintain accurate records of conversations and other contact attempts
• Ability to learn Program guidelines and material to answer customer questions and provide program information as required
• Review information in internal and external systems
• Use a cloud-based contact center platform to conduct calls.
• Check voice-mail system at designated times for callbacks and other Program messages
• Perform copying, faxing and daily posting of outgoing mail for department
• Ensure proper time management and consistent in office attendance
• Perform basic math to assess customer program eligibility and qualifications

Minimum Qualifications

• High school diploma or equivalent
• Bilingual (English and Spanish) is required
• Minimum of 1 year of experience in customer service, and an office environment
• Knowledge of MS Word and Excel
• Excellent written and oral communication skills including excellent English business writing and grammar skills
• Organized with attention to detail and ability to maintain records/databases
• Good customer relations and telephone skills with the ability to effectively handle difficult customers
• Ability to work in a team environment
• Willing to take 80 calls a day or more

Pay Range: $18.00/hr. - $20.00/hr. The stated salary represents the expected compensation for this position. Final compensation will be determined based on factors such as the candidate's experience, education and location.

What you can expect from RHA:

• Respectful, passionate and creative employee culture dedicated to improving the lives of others
• A collaborative team who value each other and give you the tools and resources you need to succeed
• Competitive paid time off to balance the demands of life
• Secure, diverse successful company that is celebrating over 40 years in business

Who is RHA? For 45 years, Richard Heath & Associates, Inc. (RHA) has delivered innovative, impactful programs with expansive reach into California's hard to serve communities, and has helped over 1,000,000 residents and small businesses conserve resources. RHA has now joined forces with Resource Innovations to expand energy resilience solutions. More impact, more action.

WHY IT IS EASY TO FEEL PASSIONATE ABOUT OUR WORK:

• Our Vision - Connecting our clients to diverse populations
• Our Mission - working together to improve lives by delivering socially responsible solutions.
• Our Values - PA2CT Proactive Adaptable/Accountable Committed Team
• Our Motto - Doing whatever it takes

Richard Heath & Associates is an equal opportunity employer committed to a diverse workforce Employment at Richard Heath & Associates is contingent upon passing all required clearances of the position, which may include but not limited to: criminal history, driving record, employment verification, and drug testing.

Thank you for considering to join our team! We can't wait to hear from you.