Heap Customer Service

SUMMARY

Our Customer Service Representative is the main point of contact in our efforts to provide accurate and responsive service to our clients. This is a fast-paced service environment.

PRIMARY RESPONSIBILITIES

• Answering and directing phone calls
• Book Appointments
• Make changes to clients’ data in the HEAP database when required
• Enter applicable information into the computer system.
• Keep a log report of client interactions
• Engaging all clients by understanding and addressing their needs whether within or outside the scope of work.
• Attending and participating in team meetings as requested.
• Maintaining confidentiality of client, employee and agency information in accordance with federal and state laws and grantor requirements.
• Ensuring compliance with program/department, agency and/or funder requirements, as well as SMOC policies and procedures.
• Other office duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

• Prior experience in an administrative capacity preferred
• Friendly demeanor.
• Solid organizational skills with attention to detail
• Work well as member of team
• Computer skills including working knowledge of Word and Excel
• Strong Customer Service skills including verbal communication skills.
• Bilingual Required (English and Spanish).

PHYSICAL REQUIREMENTS

None

ORGANIZATIONAL RELATIONSHIP

• Directly reports to Fuel Director
• Indirectly reports to Division Director.

WORKING CONDITIONS

Most of the work takes place at a desk often in front of a computer. Some local travel may be required. As part of the responsibilities of this position, the Customer Service Representative will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

We are an equal opportunity employer committed to diversity in the workplace