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Customer Care Representative

Junta De Accion Puertorriquena • Full-time • East Brunswick, New Jersey • 1w ago

Job Details

754 Rt 18 - East Brunswick, NJ

Full Time

High School

Day

Nonprofit - Social Services

Description

Customer Care Representative

REPORTS TO: Assistant Senior Director

SUMMARY

The Puerto Rican Action Board (PRAB) is a comprehensive human services organization in Middlesex County, New Jersey. We provide a comprehensive range of essential services for children, youth, families, and senior citizens. We deliver need-based assistance to low and moderate-income residents of Central New Jersey and serve as advocates for those seeking to live productive, self-sufficient lives.

The Customer Care Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company services and programs as well as communicating effectively with team members within the customer service department. S/he effectively explains PRABs services to new and existing clients. S/he answers inquiries and questions, handles complaints, troubleshoots problems and provides information to all Home Energy Clients. In Addition, S/he is creative, energetic, and flexible individual who routes all agencies calls to the respective Departments.

RESPONSIBILITIES

Customer Service

Operates switchboard and multi-line telephones to answer incoming agency and home energy program calls.
Provides timely and accurate information to incoming clients request.
Researches and provides accurate information on status of applications to home energy clients.
Determines intent of caller and makes appropriate connection in a courteous manner.
Effectively explains the company’s services to new and existing clients.
Develops and maintains customer relations through phone interactions.
Resolves customers issues that require in-depth research and provide written explanations
Assists in maintaining and updating phone directories and event schedules via computerized database when notified of changes in order to access correct information.
Maintains logs of incoming calls and any additional information required for various reports or special projects.
Pages personnel and transfers calls as needed on intercom system
Provides routine information to callers
Manage all phone system recordings, night messages, and special announcements
Accurately documents necessary account information using assigned databases and tools and offers solutions that benefit the customer.
Supports home energy department processing by processing files and/or updates as assigned
Provides front desk coverage as needed, including lunch periods and/or approved vacation/personal time as well as during call outs.
Will be expected to learn specific database systems to support day to day functions, including Q-Less, OIT and EmpowOR.
Will perform additional duties as assigned

General

Participate actively and represent PRAB in community life within Central New Jersey, including community events, neighborhood and community groups, advocacy efforts, policy-oriented forums, PRAB partnerships and collaborations, government agencies, and private institutions
Conduct, attend, and participate in internal meetings to maintain and improve professional competence
Work diplomatically to solve problems within the organization
Maintain professional appearance and behavior
Perform other duties as assigned by Home Energy Manager

QUALIFICATIONS

At least High school diploma or equivalent

One year of customer service experience preferred

KNOWLEDGE, SKILLS & ABILITIES

Fully committed to PRABs vision, mission, and strategic goals and outcomes
Excellent organizational, analytical, oral and written communications skills
Ability to work collaboratively with a fast paced, highly interactive staff
Proven ability to follow standard filing procedures
Proven ability to work effectively in a team setting
Proven ability to work well with diverse groups
Proven ability to solve problems, resolve conflicts, and
Proven ability to handle multiple tasks effectively under pressure
Proven ability to meet strict deadlines within time constraints, with emphasis on accuracy and timeliness
Computer literate with knowledge of Microsoft Office applications
Bilingual English/Spanish required
Demonstrated maturity, integrity, and sound judgment

Physical Demands and Working Environment

Regularly stand, sit, and walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell
Frequently lift and/or move up to 25 pounds
Generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.

Compensation and Hours