Customer Service Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES:

I. Greets and directs all guests, including clients, training staff and vendors.

1. Receive and direct telephone inquiries from the community and assist clients and guests by providing Agency information efficiently and with professionalism.
2. Assist administrative staff with overflow work, including word processing, data entry and internet research tasks.
3. Assist visitors either by telephone or face to face to provide general information in response to inquiries.
4. Deliver accurate oral and written messages to agency staff. Notifies staff members when they have a visitor.
5. Obtain and evaluate all relevant information to handle inquiries or to transfer to the appropriate staff person.
6. Communicate and coordinate service requests/needs with internal departments.
7. Provide administrative supports such as: updating Agency directories, process incoming mail; assist in mass mailings, log in packages and post office trips as needed.
8. Contact after-hours answering service to collect messages and distributes them to appropriate staff.
9. Accept hand delivered time sheets and routes them accordingly. Perform additional duties as assigned.

SPECIALIZED SKILLS AND COMPETENCIES: I. Knowledge of office telephone etiquette

1. Basic computer skills
2. Multi-tasking essential
3. Interpersonal skills
4. Strong communication skills - verbal and written
5. Attention to detail and accuracy
6. Initiative and adaptability
7. 8. Friendly disposition, stress tolerance and composure under pressure

PHYSICAL REQUIREMENTS:

Prolonged sitting and extensive phone use via hand or head-set.

QUALIFICATION :

I. High school diploma, general education degree or equivalent

1. Knowledge of customer service principles and practices
2. Knowledge of relevant computer applications
3. Knowledge of administrative procedures