Job description

REMOTE WORK

Workloads and schedules are flexible from 8am to 8pm on weekdays and potentially 10am to 6pm on weekends.

Customer Service Specialists needed to interact with customers, providing information in response to inquiries about products and services and handling and resolving complaints.

Duties include:

  • Reviewing, analyzing and verifying information associated with account requests and various filings
  • Communicating with stakeholders using various platforms including email, phone and screen sharing
  • Troubleshooting issues by utilizing materials, research, creative thinking and problem-solving skills
  • Determining whether issues should be referred to peers or other units and/or escalated to managers
  • Recording user interactions and categorical data in designated online customer services platforms
  • Proposing updates to user resources for online portals
  • Maintaining ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy, people management and change management
  • Understanding issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc
  • Participating in special projects, as assigned
  • Accurately and consistently documenting data on stakeholder experience and escalating critical issues
  • Analyzing data and summarizing research to support ongoing improvement in operations and service
  • Educating stakeholders about various procurement and government operations topics and tools
  • Engaging and supporting stakeholders through all phases of procurement and change

What you need to have

Skills
  • Meeting deadlines and working independently with close attention to details
  • Strong time management skills
  • Superior listening, verbal, and written communication skills
  • Able to succinctly and effectively communicate, both verbally and in writing
  • Proficient at distilling complex material, present information and make actionable recommendations
  • Able to engage in requested work via remote/telework
  • Ability to work remotely and independently and handle stressful situations appropriately
  • Ability to learn new computer programs quickly.
  • Excellent customer service skills required.
  • Establishing relationships quickly and maximizing positive team dynamics. A desire to help those in need and provide exceptional customer service in an objective but compassionate manner
  • After a training, reviewing and understanding the Confirmation of Need Calls and Eligibility Screening Calls processes and procedures; being able to communicate with, and respond to questions from, clients in a clear and concise manner
Prior experience & qualifications
  • Prior customer service experience required. Prior experience with a Customer Relationship Management program (e.g., Salesforce) is a plus
  • Prior phone-based customer service experience strongly desired
  • For remote work, reliable computer with good internet access and reliable phone service with a separate phone or google voice account are required
  • At least 4 years of related experience is required
Languages
This opportunity requires fluency in English