Customer Care Associate - Charlotte, United States - INLIVIAN

Description

Job Description

Title: Customer Care Associate

Reports To: Call Center Supervisor

Department/Division: People and Culture

FLSA Status: Non-Exempt

Position Summary

Responsible for providing high quality customer service in INLIVIAN's Call Center by receiving incoming calls, answering questions, solving problems, and providing general program information to clients. The ultimate goal is to provide a positive customer experience to gain and enhance relationships between consumers and the organization. The duties listed below illustrate the types of work that may be performed. Responsibilities include, but are not limited to, the following:

Responsibilities

1. Answer a high volume of inbound calls from applicants, current participants and any other callers that are directed to the call center.

1. Promptly respond to all inquiries by following scripts regarding various topics, agency procedures, waiting list information, organizational events, other services, etc.

1. Provide a high level of customer service by identifying customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

1. Resolve calls upon first contact with the client.

1. Document calls and inquiry resolution by entering accurate and detailed notes into the electronic system of record.

1. Use the electronic system of record to research client inquiries such as but not limited to Yardi, Business Intelligence, Accounts Payable Information System, etc.

1. Communicate with other INLIVIAN employees via email to follow-up on client requests, or to relay any issues outside of the scope answerable by the Customer Care Associate position.

1. Maintain client confidentiality.
2. Perform a variety of clerical duties pertinent to INLIVIAN operations.
3. Perform other duties as assigned.

Education and Experience

High School Diploma; two years of college-level education preferred. Two years of experience in a high-volume call center environment, or an equivalent combination of education and experience.

Knowledge and Skills

1. Proficiency with technology, especially computers, software applications (Yardi, Business Intelligence, Accounts Payable Information System and Microsoft Suite of applications). Strong knowledge of phone systems.
2. Exceptional verbal and written communication skills.
3. Knowledge of general office procedures, business English, and basic arithmetic.
4. Knowledge of INLIVIAN's policies, procedures and practices pertaining to Housing Choice Voucher, RAD and Supportive Services programs.
5. Skilled in operating general office machines.
6. Ability to type at least 40 words per minute.
7. Ability to understand and follow moderately complex written and oral instructions.
8. Communicate and relate to persons of diverse backgrounds and abilities.
9. Establish and maintain effective working relationships with other employees and residents.
10. Adapt quickly to change.
11. Use sound judgment.
12. Tolerate some degree of stress.
13. Work well in a team setting.
14. Ability to communicate clearly and concisely, verbally and in writing.
15. Possess listening, problem solving, and organizational skills.
16. Attention to detail.

Supervision Controls

The employee receives oral and written direction from the Call Center Supervisor. Employee has no supervisory responsibilities. Priorities and time frames are usually established by the Call Center Supervisor who monitors the employee's work for thoroughness, effectiveness, and compliance with procedures and guidelines. Employee completes work with minimum supervision.

Guidelines

Guidelines include established federal regulations, policies and procedures, traditional practices, reference materials such as dictionaries, desk manuals, handbooks, and the Internet. If guidelines do not cover a situation, the employee consults the Call Center Supervisor. Sound judgment, consistency, and accuracy are needed to successfully perform duties.

Complexity

The employee performs a variety of tasks that may be complex, non-routine, and unique. The course of action is determined by established Agency policy and procedures and Federal, State, and local laws.

Scope and Effect

The employee performs a variety of related tasks which are mostly routine in nature. Occasionally, the employee is required to exercise personal judgment in making decisions in accomplishing assignments. Non-routine situations are usually referred to the supervisor for resolution. The employee's work primarily affects the level of customer service that INLIVIAN is able to provide its clients and the efficiency of the organization's administration. A good job performance by the employee enhances INLIVIAN's ability to provide housing and assistance to organization's residents.

Personal Contacts

The employee's personal contacts are with applicants, residents, landlords, other employees and with outside sources. The purpose of such contacts is to obtain and provide information needed by INLIVIAN or by the callers.

Physical Requirements

1. Must be able to sit and/or stand for up to eight hours at a time while performing work duties.
2. Work may involve some physical exertion, such as kneeling, crouching, reaching, carrying or lifting and eyestrain from working with computers and other office equipment.
3. Must be able to bend, stoop, push, and pull in the performance of duties.

4. Must be able to use fingers bilaterally and unilaterally to operate office equipment.

5. Must have vision and hearing corrected to be able to perform essential job functions.

6. Must be able to perform essential job functions in an environment that will sometimes include

increased levels of work-related stress.

7. Must be able to maintain punctuality and attendance as scheduled.

8. An employee may request a reasonable accommodation to mitigate any of the physical requirements listed

above.

Work Environment

Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted and ventilated.

Other Requirements

Must possess a valid State of North Carolina or South Carolina driver's license and regularly participate in continuous improvement and education. Must work with the highest degree of confidentiality.

Signature – Review

I have reviewed this job description and understand the requirements and responsibilities of the position. I understand that this description is subject to modification as the needs and requirements of the position change.

Signature of Employee: _______________________________________ Date: _______________________________

Signature of Supervisor: ______________________________________ Date: _______________________________

Title of Supervisor: __________________________________________