Customer Service & Documentation Specialist

WNY Independent Living Inc.; Buffalo (NY); On-site; USD 40,000 - 42,000; Full time

Job summary

WNY Independent Living Inc. in Buffalo, NY seeks a full-time Customer Service Representative to handle department calls and support staff with documentation and processing. The role includes general office duties and data entry to keep records consistent.

Responsibilities include responding to inquiries, updating demographics in databases, addressing complaints, and assisting with PPE requests. A high school diploma or GED is required, with an Associate degree preferred.

Qualifications

• High school diploma or equivalent required; an Associate degree is acceptable.
• Two years of general office work with HS diploma; one year with an Associate.
• Experience working with individuals with disabilities is preferred.

Responsibilities

• Answer and direct all Taking Control calls to appropriate staff.
• Return Consumer and PA phone calls within 24 hours of initial contact.
• Respond to inquiries based on knowledge of the program.
• Assist program staff with documentation management and processing.
• Address and mail: utilization letters, reauthorization letters and availability lists.
• Assist in updating demographics for Consumers, DCWs and PAs in relevant databases.
• Assist in handling complaints to the Customer Service Team by Consumers, DCWs or PAs.
• Assist in fulfilling PPE supply requests.

Skills

Typing 35 wpm

Phone handling

Basic computer skills

Education

High school diploma or equivalency

Associate degree in business

Tools

Excel

Job description

WNY Independent Living Inc. in Buffalo, NY seeks a full-time Customer Service Representative to handle department calls and support staff with documentation and processing. The role includes general office duties and data entry to keep records consistent.

Responsibilities include responding to inquiries, updating demographics in databases, addressing complaints, and assisting with PPE requests. A high school diploma or GED is required, with an Associate degree preferred.