Detroit, Michigan
Utility Assistant Call Center - Specialist Job Opening in Detroit, Michigan - Position Summary:
Primarily responsible for providing effective customer service for all internal and external THAW clients by utilizing excellent, in-depth knowledge of organization?s programs and services, and by following the guidelines provided by the organization to determine program eligibility, provide information and process utility assistance applications.
Essential Functions
Provides timely and accurate information to incoming clients regarding programs and services; determine the type of services and needs the customers may be eligible and best suited to receive based on their needs.
Represents THAW as the first point of contact for services and programs.
Provides full range of customer service activities and support by utilizing the following: telephone, face to face, computer, email, fax, text messaging, internet, and multimedia.
Provide assistance in the completion of applications in accordance within the established departmental policies and procedures.
Responsible for monitoring and updating information utilizing internal and external databases.
Provides assistance with the scheduling of appointments for utility customers to attend the Customer Assistance Days utilizing the THAW scheduling database.
Provides timely feedback to the management team regarding service failures and /or client concerns.
Works closely with the UAC Leadership Team to resolve disputes and complaints.
Entering of applicants data into THAW database, updates data when required or deemed necessary.
Responsible for answering incoming calls with professionalism, always in a hospitable manner, diffusing clients when or if a situation and / or circumstances arises with customer service.
Maintaining of all data and client information as confidential.
Maintaining of records of transactions, applications, and / or complaints, proper follow ?up as and when required.
Perform miscellaneous task as required and /or related to duties.
Knowledge
Call Center Environment
Computer ? Excel and Word
Phone Etiquette
Customer Service
Skills and Abilities
Time Management: the ability to organize and multi task
Strong customer service skills.
Excellent communication skills.
Team player.
Computer proficiency with word processing, spreadsheet, database, Internet.
Basic math skills.
Experience
Minimum of 6 months - Customer/client service experience in a utility, human service, healthcare setting.
Minimum of 6 months experience in a call center or team-oriented work setting.
Data entry a must
Education - Required
High School Diploma or equivalent required.
Physical Requirements*
Position requires ability to hear and speak into a phone headset, view client information on monitor. This position is largely sedentary; however, some filing is required. This position requires lifting files, opening file cabinets, bend or stand as necessary.
*THAW will make reasonable accommodations necessary to comply with the ADA regulations .
Job Type: Full-time
Required education:
High school or equivalent
Required experience:
Call Center: 1 year
Required language:
English and Spanish
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