Customer Support Assistant

Customer Service Assistant Job Responsibilities:

• Serve as the initial point of contact for incoming Job Center traffic on behalf of UMOS and co-located partner agencies.
• Understand and respond clearly to Job Center and agency staff, and visitor requests, by phone or in-person, with diplomacy and professionalism in a timely fashion; work to diffuse angry customers, communicating effectively to resolve issues.
• Communicate professionally and effectively (verbally and in writing).
• Operate a multi-phone line system, directing calls to the correct staff member or department; retrieving voicemail messages; documenting them; and distributing messages to the appropriate personnel.
• Schedule appointments for UMOS program applicants/participants to meet with staff members and/or provide direction to contact appropriate partner agency staff or other community resources.
• Troubleshoot general case issues related to UMOS workforce development programs, gather data from customers, directing them appropriately.
• Provide clerical support to program personnel, including receiving phone calls, (re)scheduling appointments, collecting documentation from applicants/participants, making copies, etc.
• Provide all mail services for Job Center personnel, including receiving and date-stamping incoming faxes and mail, distributing faxes and mail to staff, and posting outgoing mail.
• Provide technical assistance, training and support to new Customer Support staff and provide back-up coverage to other Customer Support staff members.
• Perform CWW (data system) queries and enter CWW case comments to ensure Job Center visits are documented.
• Assist with the ordering, monitoring, accounting, and distributing transportation assistance to UMOS program participants.
• Receive and track office supply requests from staff members; check supply storage and place orders with vendors, when needed; and distribute office supplies to staff members in a timely fashion.
• Maintain office supply order/purchase records and receipts, including UMOS purchase orders, packing lists, and invoices for submission to UMOS Accounting Department.
• Maintain and update Job Center staff and partner agency phone directory at all times.
• Maintain Job Center conference and meeting room schedules ensuring they are current and up to date; respond timely to room reservation requests from staff, management, and partner agencies.
• Operate various standard office machines, which include personal computer, various software, facsimile machine, calculator, printer/copier, and shredding machine, etc.; replace empty toner cartridges when notified by staff, and contact vendors for office machine repair immediately after becoming aware of the problem.
• Perform filing, scanning, faxing, data entry, and routine clerical duties.
• Process incoming program benefit checks accurately according to internal procedures.
• Check designated facsimile machine twice daily; review for appropriate distribution and place in correct staff/department mailboxes.
• Attend required meetings and trainings and perform special projects and other related duties, as assigned.

Customer Service Assistant Job Qualifications:

• Minimum of a High School Diploma (or equivalent) supplemented by either 6 months of post-secondary education, or equivalent related training.

• Minimum one year of professional experience in customer service or related industry

demonstrated through education and experience, knowledge of corporate office etiquette and customer service-oriented practices and procedures.

• Ability to work with confidential information and documentation.
• Demonstrated organizational skills and strong attention to detail in data entry and/or clerical work.
• Must possess awareness, knowledge, and sensitivity to socioeconomic and culturally diverse backgrounds of the target populations served.
• Demonstrated ability to speak clearly, pleasantly, and courteously; must possess good listening/comprehension skills and have the ability to prescreen applicants and to digest program facts and interpret them to visitors and applicants for services.
• Demonstrated ability to record data and professionally deliver messages/written communications successfully to other program staff members; ability to communicate effectively with all levels of staff and management in writing and verbally.
• Knowledge and experience with client tracking/scheduling programs and with a multi-phone line system.

Work Environment, Physical, and Sensory Demands:

• The demands described here are representative of those that must be met by an employee to successfully perform the job functions.
• Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential job functions.

Physical Demands:

• Employee is frequently required to stand, walk, sit, bend.
• Occasionally required to lift and /or move up to 20 lbs.
• Frequently required to drive.
• Frequently exposed to moderate temperature generally encountered in a controlled and uncontrolled temperature environment.
• Noise level in this work is usually quiet to moderate.
• Tools & Equipment Used:
• Phones, computer system.
• Fax machine, scanner, copy machine, computer, Web based software.
• Use first aid equipment, fire extinguisher.
• Usage varies by position.

Additional Eligibility Requirements:

• Employment with UMOS is contingent upon successful completion of a criminal background check prior to employment.

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Education

• Technical/other training or better
• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)