Customer Service Representative

Customer Service Representative

The salary range for this position is at $16.80 - $22.40 hourly. We take into consideration an individual's background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

In-Person (Hybrid) Attendance Requirement: This position requires the ability to attend in-person meetings on a regular basis - including weekly, monthly, and frequently on short notice. Candidates must be located within reasonable commuting distance and able to adjust their schedule as needed to support in-person collaboration. Training is in-person (up to 2 weeks).

Job Summary

The Customer Service Representative is responsible for providing premier customer service to our members, participants, and branch/camp team members which may include but is not limited to determining customer requirements, answering inquiries, resolving problems, fulfilling requests, making recommendations, maintaining and updating databases, tracking incoming calls, and assisting with online system troubleshooting.

Essential Functions

• Provide premier customer service via phone, email, chat, and customer portal to members, participants, and internal branch/camp team members.
• Answer questions related to programs and services, make recommendations, and solve problems including technical issues as needed.
• Meet key performance metrics including quality assurance.
• Recommend process improvements and new services.
• Maintain overall knowledge and mastery of CSC systems.
• May participate in internal system technical problem solving to include determining cause, recommending solution and following up to ensure resolution.
• May serve as a subject matter expert in processes and policies as it relates to Childcare and Camping programs and participates in team project workgroups, to ensure that knowledge is maintained.

Relationships

This position reports to a Customer Service Center Manager who reports to the Senior Director of Customer Experience. The incumbent interacts regularly with members, participants, and the general public. The incumbent has no budgetary or supervisory responsibilities.

Qualifications

Required:

• One (1) to two (2) years customer service experience preferably in a call center or office setting.
• Ability to communicate effectively with a diverse clientele and team members.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Ability to multitask and to respond quickly and accurately.
• Knowledge and skills in Microsoft Office, Word, Excel, and Outlook.
• Must be organized and have strong attention to detail.
• Ability to learn and navigate multiple databases and/or software programs quickly.
• Excellent oral, written, and interpersonal communication skills.
• Ability to make decisions, set priorities, and work as a team.
• Ability to work effectively in a fast paced, deadline driven environment.

Preferred:

• Bilingual (Spanish, Russian, Somali and Hmong).
• Experience working with website support.
• Call center experience.

Work Conditions

Must be able to work on a computer for extended periods. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Additional Notes: This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Senior Director of Customer Experience or their representatives in completing projects or performing duties deemed necessary for the branch or Association success. Requirements