Customer Service Representative

Job Summary:The Customer Services Representative (CSR) serves as a frontline ambassador for our organization, providing exceptional support to community members by addressing inquiries, resolving concerns, and ensuring a welcoming and uplifting experience. The CSR builds positive relationships by delivering timely and compassionate assistance while upholding the organization's mission and values. Work schedule is Sunday - Thursday 8:30 a.m. - 5:00 p.m.Duties/Responsibilities:Respond promptly to inquiries from community members via phone, email, chat, or in-person interactions.Welcome community members with warmth and professionalism, ensuring they feel valued and respected.Communicate with customers through inbound and outbound channels.Address concerns with empathy, offering solutions that reflect the organization's mission and policies.Assist with email responses, database management, and customer service correspondence as needed.Investigate and resolve issues experienced by community members by gathering relevant information and collaborating with appropriate departments.Follow up to ensure concerns are resolved effectively and to the satisfaction of the community member.Maintain a thorough understanding of organizational programs, services, and policies to provide accurate and helpful information.Stay informed about updates to programs, events, and resources.Accurately document interactions and transactions in the organization's management system.Process applications, requests, and program registrations with efficiency and care.Work closely with colleagues and other departments to enhance the experience for community members.Share insights from feedback to support continuous improvement in services and programs.Assist with special project events as needed. Perform additional duties as assigned.Education and Experience:High school diploma, general education degree, or equivalent.Minimum 1 year of customer service experience.Ability to process both inbound and outbound client calls.High attention to detail with the ability to interpret data and organize information.Excellent active listening skills with the ability to connect with people from diverse backgrounds.Proficient in using management software and other office applications (e.g., MS Office Suite).Ability to handle sensitive situations with compassion and professionalism.This job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Responsibilities, duties, and skills may change or be adjusted as needed to meet the evolving needs of the ministry.

Created: 2024-12-29