Customer Service Representative - Call Center (816510)

Equus; Olyphant (Lackawanna County); On-site; USD 31,000 - 42,000; Full time

Job summary

Equus Workforce Solutions is seeking a customer service professional to answer calls and emails, verify information, and guide clients through employment program orientations. You will refer clients to providers and help them navigate program processes.

Responsibilities include maintaining records, explaining procedures, and staying updated on new programs. This role requires HS/GED, 6+ months in customer service, strong communication, and the ability to multitask.

Qualifications

• HS Graduate or GED required; some college or undergraduate degree is a plus.
• 6 months or more experience in customer service, preferably in a Call Center environment, required.
• Workforce or other Human Services experience is a plus.
• Strong written and verbal communication skills; phone skills; listening; data entry skills; people skills; informing; customer focus; customer service; attention to detail; professionalism; multi-tasking.

Responsibilities

• Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information.
• Determines eligibility by comparing client information to established guidelines.
• Schedules clients for Employment and Training Program Orientations available locally to their area of residence.
• Refs clients to third party workforce services providers.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains an accurate written record of the transaction following established guidelines.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new programs that become available; participating in employment and training discussions.
• Other duties as assigned.

Skills

Customer service

Phone skills

Data entry

Communication

Attention to detail

Education

HS Graduate or GED

Job description

Responsibilities

• Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information.
• Determines eligibility by comparing client information to established guidelines.
• Schedules clients for Employment and Training Program Orientations available locally to their area of residence.
• Refers clients to third party workforce services providers.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains an accurate written record of the transaction following established guidelines.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new programs that become available; participating in employment and training discussions.
• Other duties as assigned.

Qualifications

• HS Graduate or GED required; some college or undergraduate degree is a plus.
• 6 months or more experience in customer service, preferably in a Call Center environment, required.
• Workforce or other Human Services experience is a plus.
• Strong written and verbal communication skills; phone skills; listening; data entry skills; people skills; informing; customer focus; customer service; attention to detail; professionalism; multi-tasking.
• Minimal travel requirements.
• Must be able to sit or stand for long periods of time; 80% of the day will be spent sitting or standing while talking on the phone.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.