Customer Service Representative

Summary

WACOG’s Human Services Department provides overall support and/or guidance to all WACOG programs and initiatives. We continuously strive to provide resources that enhance the programs’ successes and long-term viability within Yuma, La Paz, and Mohave Counties.

SUMMARY STATEMENT
Under direct supervision, provide high-quality customer service through supporting clients/customers, WACOG programs and colleagues within the assigned service area.

Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
1) Provide and maintain a positive, empathetic, and professional attitude towards customers and colleagues at all times. Go the extra mile to engage with and support customers.
2) Communicate with customers through various channels ex: face-to-face, telephone, or email.
3) Listen carefully and identify customer needs, concerns, issues and questions. Clarify information for customers, research every inquiry and provide solution and/or referrals.
4) Greet and assist visitors to the office.
5) Provide intakes/applications to customer’s that meet criteria. Receive completed intakes/ applications and documentation and distribute to correct program and worker. Assist customer when they are unable to fill out the paperwork for any reason.
6) Enter timely and accurate data into relevant systems, review customer profile and keep records of customers interactions, comments and concerns.
7) Assist WACOG programs in making copies, verifying intakes/applications, make and/or confirm appointments with customer and notify colleague.
8) Acknowledging, de-escalate and address customer’s concerns by providing appropriate solutions & alternatives in a timely manner. If necessarily follow the complaint procedures.
9) Provide office support ex: Receive, sort and distribute mail, packets and faxes, manage drop-off box, translate, assist in board meetings, maintain equipment and supplies and organize and update copy room and lobby or other office assignments as needed.
10) Maintain reliable and predictable attendance; work outside of standard business hours as needed.
11) Utilize tact and discretion to maintain confidentiality of information and a positive image of WACOG.
12) Perform other duties as necessary to carry out the administrative/ programmatic goals and objectives of WAGOG and/or department.

Requirements

REQUIRED EDUCATION AND EXPERIENCE
High school diploma/GED


PREFERRED EDUCATION AND EXPERIENCE
Associates degree
Two years customer service experience working in a non-profit agency


OTHER REQUIREMENTS
Current AZ DPS Fingerprint Clearance Card/ Criminal History Affidavit/Central Registry Background Check
Comfortable working in a fast-paced, high-energy environment
*Ability to secure and maintain a driver’s license valid in the state of Arizona, or an acceptable alternative means of transportation. May be required to drive an agency vehicle. Employees authorized to operate a private vehicle for WACOG business are required to carry liability insurance minimums. For purposes of vehicle insurance, minimum 21 years of age.

Nice To Haves

KNOWLEDGE/SKILLS/ABILITIES (KSAs) The individual who holds this position must be able to perform the essential duties and responsibilities satisfactorily. The KSAs listed below are representative of the knowledge, skills, and/or abilities needed for satisfactory performance.


-General knowledge of WACOG programs, goals, and the populations served
-Skill in providing consistently high levels of professional customer service, demonstrating cultural competency and the ability to adapt approach to diverse clients
-Proficiency in navigating relevant software applications to accurately enter data and generate reports
-Detailed knowledge of Microsoft Office products
-Ability to set realistic priorities, organize time, meet deadlines, complete projects on time, and excellent time management.
-Ability to remain calm and de-escalate situations when customers are in a stage of distress.
-Proficiency in communicating in the native language of clients is preferred


EOE/ADA

Benefits

Medical
Dental
Vision
Life Insurance
Arizona State Retirement System
Flexible Spending Account
Health Savings Account