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Client Service Representative

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Published 8 days ago

Job Description:

The Client Service Representative must have excellent customer service skills and present our services with professionalism and kindness. The client’s overall experience is shaped during their first encounter with the agency. These first impressions occur online, by email, by phone, or in person.


The CSR ensures quality service by listening to clients, adhering to agency procedures, assisting with data collection and reporting, and fostering continuous process improvements. Candidate must possess ability to solve problems, as well as manage interruptions and uneven workflow. Teamwork is integral to the success of the Client Service team; candidate must be able to communicate within a team environment in a personable and friendly manner, exhibit flexibility, and desire to create outcomes best for the agency, coworkers, and clients. The employee supports clients to feel comfortable and must be organized and efficient in time/work management.


Job Duties:


1. Manage client intake by responding to inquiries and directing clients to the appropriate services:

• Have a strong understanding of all areas of OnTrack WNC and be able to share this information with clients and potential clients by following detailed screening and booking procedures.

• Facilitate clients’ path through the online screening, intake, and scheduling process. For clients who are unable to navigate our online system, provide one-on-one support through a modified path (e.g., phone and mail).

• Answer phone calls, return voicemails, and respond to emails about our services and a variety of other personal finance-related topics in a timely manner.

• Welcome persons walking in and address their needs or refer them to the appropriate resource.


2. General Administrative Tasks: Pull credit reports, handle mail, support colleagues:

• Pull and provide credit reports for clients via our online system.

• Organize office materials and supplies.

• Post outgoing mail and process incoming mail.

• Scan client documents.

• Assist staff with special events and mailings.

• Provide administrative support to other employees as needed.

• Input and track data.


3. Participate as an active and engaged member of the staff:

• Attend all Client Service Team meetings and staff meetings, actively participate, and provide thoughtful input.

• Participate in group and independent projects as needed to further team or agency objectives.

• Respect and contribute to OnTrack WNC’s commitment to racial equity, diversity, and inclusion.

• Think broadly and creatively about how we can do what we do better!


4. Take ownership of work and communication:

• Learn procedures with precision and incorporate any updates into your work.

• Share and accept ideas and feedback.

• Respectfully engage in open and honest communication with coworkers and supervisor.

• Provide timely and thoughtful responses to emails.

• Take full ownership of your work and ask for help when needed.

• Maintain an organized work system to effectively manage job responsibilities.


COVID-19 Policy

Out of concern for vulnerable populations whom we serve including those who are unable to vaccinate due to health reasons and based on feedback from our staff, OnTrack WNC strongly encourages employees to be fully vaccinated against COVID-19 before interacting with clients or coworkers. Once fully vaccinated, we offer our staff the choice between one additional day of PTO or $100.


We center equity in our hiring process.

OnTrack WNC strives to foster leadership and raise the voices of historically marginalized people, including, but not limited to, Black people and other people of color, Indigenous and Native peoples, LGBTQ and gender non-conforming people, disabled people, immigrants, and low-income people. We strongly encourage candidates of these, or other, diverse backgrounds to apply.

Job Description:

The Client Service Representative must have excellent customer service skills and present our services with professionalism and kindness. The client’s overall experience is shaped during their first encounter with…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    October 11, 2021
  • Application Deadline
    October 4, 2021
  • Education
    High School Diploma Required
  • Professional Level
    Entry level

Salary

At least USD 32,864$15.80/hour

Benefits

After 90 days, you will be eligible for employer-paid medical, life, and disability insurance ($7,013/year estimated value based on the average of current employee premiums). After one year, OnTrack WNC will contribute to a 401(k) retirement plan ($1710/year, currently 5% of annual salary). The entire estimated compensation package after insurance and 401(k) benefits kick in is $41,520/year ($19.96/hour). Fluent Spanish speakers will receive an additional $1,331 ($0.64/hour) per year in compensation.

After 90 days, you will be eligible for employer-paid medical, life, and disability insurance ($7,013/year estimated value based on the average of current employee premiums). After one…

Level of Language Proficiency

Spanish fluency is strongly preferred.

Spanish fluency is strongly preferred.

Location

Temporarily Remote
Work must be performed in or near Asheville, NC
Associated Location
Asheville, NC, USA

How to Apply

Cover Letter and Resume: Cover letter must accompany the resume. In your cover letter:

• Help us make the connection between what you have done and what we are looking for.

• List aspects of previous work, school, or volunteer experience that will help you succeed in this job.

• Tell us about your commitment to communities of color, racial equity, and/or experience within the Black community in North Carolina.

• Tell us why you are interested in the job.



Subject line: “Client Service Representative – Your Last Name”. No phone or drop‐in inquiries please.

Submission: Email your cover letter and resume to Emily Matthews at emilym@ontrackwnc.org.

Deadline: Monday, October 4, 2021 at 8:00 AM. However, interviews will be scheduled as applications are received and until the position is filled.

Cover Letter and Resume: Cover letter must accompany the resume. In your cover letter:

• Help us make the connection between what you have done and what we are looking for.

• List aspects…

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