Customer Assistance Specialist

YoungWilliams; Martinsville (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Paid training

Benefits package

Job summary

YoungWilliams is seeking a Customer Assistance Specialist in Virginia to handle telephonic applications for public assistance programs and provide high-quality customer service to callers. The role requires excellent diction, grammar, and comfort with multiple computer systems.

Responsibilities include answering inquiries, entering applications with urgency, and maintaining accurate records while adhering to safety and security procedures.

Qualifications

• High School Diploma or GED required. Bachelor degree in human services field preferred.
• Minimum 1 year of data entry experience.
• Must type 50 WPM or more.
• Customer service experience, preferably in a call center.
• Ability to multitask across multiple computer screens and interfaces.
• Strong written and verbal communication, and professional demeanor.

Responsibilities

• Answer telephone inquiries from the public about applications for assistance.
• Accept telephonic applications for public assistance programs.
• Enter applications in the Rapid Data Entry system (RDE) within VACMS as priority.
• Screen applicants to determine existing cases or pending applications.
• Assist other Customer Service Representatives as needed.
• Research and validate case information using multiple computer systems.
• Provide information on rights, responsibilities, and process steps.
• Maintain accurate files, records, and reports documenting communications and resolutions.

Skills

Data entry

Typing 50 WPM

Customer service

Multitasking

Communication

Policy interpretation

Education

High school diploma or GED

Bachelor’s degree in human services (preferred)

Job description

***Paid Holidays – Paid Time Off - Paid Training - Benefits Package available***

***Full time, Monday – Friday, Day shift**

***Bonus Opportunities paid Biweekly***

***Paid Holidays – Paid Time Off - Paid Training - Benefits Package available***

***Full time, Monday – Friday, Day shift**

Summary of Position

The Customer Assistance Specialist represents the ECSC and provides outstanding customer service to both internal and external customers by professionally answering calls for telephonic applications for public assistance programs and provides quality customer service to all callers. This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience.

Essential Job Duties

• Answers telephone inquiries and responds to citizen inquiries related to the services they wish to apply for or are currently receiving
• Accepts telephonic applications for public assistance programs
• Enters applications as a priority into the Rapid Data Entry (RDE) within the VACMS only
• Screens applicants to determine if existing case exists or application is pending
• Assists other Customer Service Representatives
• Uses multiple complex computer systems to research, validate, update, and maintain case information
• Provides information to callers, including rights and responsibilities
• Maintains accurate files, records, and reports to document communication, compliance, and resolution of issue
• Adheres to all safety and security procedures
• Practices timely and regular attendance

Education Requirements

High School Diploma or GED required. Bachelor degree in human services field preferred.

Skills Required

• One year minimum of data entry experience or other related fields
• Must be able to type 50 WPM minimum
• Customer service experience preferably in a call center environment
• Must be comfortable with heavy computer usage with the ability to multitask while using multiple computer screens, programs, and interfaces while on the telephone
• Ability to handle multiple processes and maintain courteous and professional manner during calls
• Ability to develop, interpret, and implement policies and procedures
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to excel in a fast-paced, deadline-oriented work environment
• Ability to work as a team member as well as independently

YoungWilliams is an equal opportunity employer.