Customer Service Advocate (969) at BakerRipley

Description

POSITION OVERVIEW

The Customer Service Advocate (CSA) is a detail oriented problem solver who will create an excellent customer experience within the Child Care Services office. The energetic individual will model positive interactions with staff and customers in determining child care benefits and in resolving issues. The CSA enjoys working with diverse cultures and communicates with confidence and tactfulness. The CSA has expertise in data tracking, reporting and verification of eligibility for child care benefits. Success measures include customer satisfaction, retention and data integrity. Bilingual in English and Spanish is preferred.

Expected Positive Outcomes

JOB FUNCTIONS

Benchmark Job

Remote Work Eligible

Essential Functions

Essential Function

Takes immediate action to address and resolve customer and provider complaints

Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner

Answers all customer contact requests as directed; receives and inputs customer details into correct databases

Determines eligibility of the customer when necessary, by verifying records and performing mathematical calculations based on documentation presented

Enters data into databases as directed including the Financial Aid Communication System (FACS)

Works with Management to implement procedures that positively affect customer satisfaction

Additional Responsibilities

Required for All Jobs

Performs other duties as assigned

Complies with all policies and standards

Qualifications

PREFERRED/ REQUIRED QUALIFICATIONS

Education

Education Level

Education Details

Required/ Preferred

Bachelor's

Degree

from four-year college or university or equivalent combination of education and experience

Preferred

Work Experience

Experience

Experience Details

Required/ Preferred

1-3 years

Minimum Of Two (2) Years Experience

Knowledge, Skills and Abilities

KSAs

Proficiency

Ability to rapidly and accurately type while inputting customer intake information and responding to customer inquiries.

Willingness and desire to interact with and learn new technology.

Communicate with outstanding listening, verbal and written skills.

Willingness to work as a team and to recognize when team members need assistance and fill-in when needed.

Demonstrated initiative, strong prioritization, organizational, and speaking skills.

Ability to work productively and have a flexible attitude in a fast-changing and demanding environment.

Ability to write clear and accurate correspondence.

Ability to calculate figures and amounts.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Proficiency:

• Intermediate experience with Microsoft Word, Excel, and Outlook
  
  

Licenses and Certifications

Licenses/Certifications

Licenses/Certification Details

Time Frame

Required/ Preferred

PHYSICAL DEMANDS/WORKING CONDITIONS

Physical Demands

A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demand

N/A

Rarely

Occasionally

Frequently

Constantly

Weight

Standing

X

Walking

X

Sitting

X

Lifting

X

Carrying

X

Pushing

X

Pulling

Climbing

X

Physical Demands

A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demand

N/A

Rarely

Occasionally

Frequently

Constantly

Weight

Balancing

Stooping

X

Kneeling

X

Crouching

Crawling

Reaching

Handling

Grasping

Feeling

Talking

Hearing

Repetitive Motions

Eye/Hand/Foot Coordination

Working Environment

While performing the duties of this job, the associate is required to work within the selected working environments.

Working Condition

N/A

Rarely

Occasionally

Frequently

Constantly

Extreme cold

Extreme heat

Humid

Wet

Noise

Hazards

Temperature Change

Atmospheric Conditions

Vibration

BakerRipley is an equal opportunity employer/program. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any status protected by federal, state, or local laws. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws. Auxiliary aids and services are available upon request for persons with disabilities.