THE BREATHING ASSOCIATION



THE BREATHING ASSOCIATION

Position Title: Customer Service Representative (CSR)

Report To: HEAP Office Manager

General Description:

Under administrative direction of the HEAP Office Manager, this HEAP Hot Line CSR will provide advocacy, instruction, direction, and answer incoming calls from customers to cancel or confirm appointments, answer program questions, address complaints and escalate calls to management as necessary. In addition, this CSR will maintain the gateway of communication and information for all HEAP stakeholders.

Daily Duties and Responsibilities

a. Answers incoming calls professionally and responds to customer inquiries.

b. Provide customers with specific HEAP program information.

c. Researches program information using available resources.

d. Confirms and/or cancels appointments as requested.

e. Identify and escalate priority issues for resolution.

f. Update and maintain records as required in required and appropriate software (OCEAN/Portal).

Job Knowledge Responsibilities

a. Must learn, understand and navigate OCEAN/Portal software.

b. Must learn and understand basic HEAP and PIPP Plus eligibility.

c. Must provide clear and comprehensive answers to inquiries concerning customer case status or know appropriate staff to assist in customers inquiries. If required, customers are transferred a maximum of one time for assistance unless the escalated call is a request for a manager.

CSR Characteristics

a. CSR will provide basic trouble shooting of case inquiries before giving inquiry to a case manager or manager to handle. This includes reviewing Portal/OCEAN.

b. CSR should be able to perform outstanding customer service to consumers by providing compassionate, active listening, and responding to customer’s needs in a timely manner. Follow through of promises made is expected.

c. Relates accurate information to customers.

d. Proficient operation of computer and internet.

e. Good command of business English including: spelling, grammar and punctuation.

f. Ability to maintain attention to detail and accuracy while meeting service expectations.

g. Ability to provide services based upon prescribed policies and procedures.

h. Ability to deal effectively with customers who may be disabled, hostile or confrontational.

i. Ability to establish and maintain effective working relationships with staff and co-workers.

j. Ability to contribute to the accomplishment of team/workplace goals, objectives and activities.

k. Ability to work without close supervision while staying seated and focused for extended periods.

l. Approaches customer service with a can-do attitude and helpful demeanor.

m. Ability to remain calm and patient; not easily flustered.

n. Assumes other duties as assigned by Office Manager, Director, and/or President and CEO.

Qualifications

a. High School Diploma or GED

b. 1 year of experience in customer services.

c. Experience in a call center environment preferred.

d. Flexible and able to work as a team player in an office environment.

e. Ability and desire to work with diverse populations.

f. Self-motivated to succeed in the role.

Signed ___________________________________ Date:_________________________

Terms of employment: Resumes should be faxed (no calls please) to 457-1934 or e-mailed to colette.harrell@, or mailed to 788 Mt. Vernon Ave, Col., Oh. 43203, Attn: Colette Harrell, Director of HEAP & Social Services. TBA is an Equal Opportunity Employer.

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