Customer Service Representative I

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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

Pay Rate : $17.75/hr + $4.57 (Health and Wellness)

Job Summary

The Customer Service Representative responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Respond to customer inquiries promptly and accurately
• Document all inquiries appropriately.
• Understand and applies confidentiality and security guidelines
• Maintain minimum production expectations while meeting defined quality expectations
• Maintain knowledge of online reference information.

Additional Responsibilities

• Prioritizes work throughout the day and adapts to changes in workload as needed
• Continually look for and suggest process improvements and report problems that occur and assist with the resolution.
• Perform other responsibilities as assigned

Qualifications: Education, Experience, and Certification(s)

• Associate's degree or equivalent work experience.
• Prior healthcare or contact center experience
• Experience working with a PC and a Windows environment required.
• Will be required to complete Customer Service Training in ServiceSource Sharepoint.
• High school diploma or General Educational Development (GED) required.

Knowledge, Skills, and Abilities

• Excellent verbal communication skills.
• Ability to effectively work within established key performance indicators (KPIs) as required by the contract.
• Demonstrated excellent interpersonal and customer service skills.
• Proven ability to work as a member of a team is required.
• General typing skills required.

Physical Demands

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

While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually quiet.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

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