Customer Service Representative

Customer Service Representative Nan McKay & Associates - 3.1 Newark, NJ Job Details Full-time $16.00 - $17.50 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Flexible schedule Qualifications Spanish Teamwork Phone communication Customer service Call center experience Writing skills Research Mid-level Administrative experience High school diploma or GED Social Sciences Public Administration Haitian Creole Task prioritization Data entry Organizational skills SharePoint Project implementation Clerical experience Associate's degree Escalation handling 2 years Client interaction via phone calls

Full Job Description Overall Responsibility:

The position duties include a wide range of activities related to providing customer and clerical support to operational and administrative areas. Duties and Responsibilities The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned. Handle all contacts (phone) accurately and professionally Respond to all the customer's inquiries and probe accordingly as to provide a first contact resolution Research required information using available resources and knowledge Accurately and thoroughly record call log notations in the system of record Defuse and deescalate irate customers as to ensure great customer experience Verify and update customer information Identify and escalate priority issues Perform data entry into SharePoint, and PHA business system Provide excellent customer service to participants, landlords, co-workers, clients and vendors Ensure regular attendance and punctuality Perform other duties as assigned Obtain certification in Housing Choice Voucher Basics within 120 days of employment Responsibility for

Relationships Internal:

Provide excellent customer service to applicants, former employees, and vendors.

External:

Provide excellent customer service to applicants, former employees, and vendors. Knowledge and Skills Required Must be able to communicate effectively both orally and in writing; and possess strong computer and organizational skills required to prioritize tasks and demands and consistently to deliver work product on time. Education and Experience Required High School Diploma; Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field preferred; Alternatively, a minimum of two years of progressively responsible work experience for a public agency, or related work in the social service or community service

BEHAVIORAL COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

Leadership:

Provide lead direction on special projects or processes by clearly and effectively setting course of action; and manage efficiency of processes, materials or programs by providing regular feedback and reinforcement to appropriate staff as required.

Performance Excellence:

Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.

Customer Service:

Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers.

Effective Communication:

Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively.

Quality:

Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.

Responsiveness and Accountability:

Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.

Integrity:

Must abide by strict ethical standards, integrity, objectivity and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.

Company Competencies Collaboration:

Collaborates with others

Integrity:

Acts in fair and ethical manner towards others

Leadership:

Aligns personal work goals and actions

Quality:

Meets quality standards set by organization

Trust:

Provides added value Role Competencies Attention to

Detail:

Recognizes obvious information

Customer Experience Management:

Introductory:

Demonstrates introductory understanding and ability and, with guidance, applies the competency in a few, simple situations. Can direct people to the appropriate source for further information.

Fostering Communication:

Listens and clearly presents information

Impact and Influence:

Capitalizes on success

Information Gathering and Processing:

Follows prescribed information gathering procedures

Managing Project Execution:

Introductory:

Demonstrates introductory understanding and ability and, with guidance, applies the competency in a few, simple situations. Can direct people to the appropriate source for further information.

Problem Solving:

Identifies basic problems Related keywords: customer service representative, customer service, call center, remote work from home, call center representative

Job Type:

Full-time Pay:

$14 per hour

Shift:

Monday-Friday 8am-5pm

Job Type:

Full-time Pay:

$16.00 - $17.50 per hour

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Application Question(s): Are you willing to submit to a pre-employment background screening? Are you or any Family Member, a participant of any Housing Choice Voucher Program in the country?

Education:

High school or equivalent (Preferred)

Experience:

Call center: 1 year (Preferred) Customer service: 1 year (Preferred)

Language:

Spanish (Preferred) Haitian Creole (Preferred)

Work Location:

In person