Customer Service

Company: Computer Aid Inc.
Location: Harrisburg
Posted on: May 3, 2021

Job Description:

Job Profile Summary

This position will be 100% Remote.

This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center that supports ourAutism2Work Program.Troubleshoots and resolves customer complaints.Ensures that responses to inquiries are completed timely and according to established service and quality standards.Typically acts as a lead (e.g. provides subject-matter direction to and assists in orienting and training other representatives).

For each Team Lead opportunity, in addition to the technical requirements, requisite domain experience for each specific role, A2W Team Leads candidates are evaluated against the below referenced soft skills.

• Displays the temperament and patience that supports de-escalation
• Possesses a passion to advocate for others
• Articulates the ability and interest in training and developing others of varying levels of experience ranging from entry level to junior management
• Is procedural in approach and embraces the need for consumable documentation
• Demonstrates a balance between structure and flexibility
• Is motivated to work with individuals with disabilities
• Is well organized and approachable
• Can effectively pivot in interacting with associate to senior management levels

Duties & Responsibilities

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meet all production, quality, and adherence standards.Attend all required training classes.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Other duties as assigned or requested.

Qualifications

Required

• High School Diploma/GED
• 5 years of related, progressive experience

Skills

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally
• Ability to take direction and to navigate through multiple systems simultaneously
• Ability to maintain composure under stressful and fast-paced conditions
• Strong written and verbal communication skills
• Ability to communicate complex information in a simple, customer facing way

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

If you are interested in this position, please apply using the "Apply" option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line.

Marc Whelan
Senior Technical Recruiter
724-815-3424
marc.whelan@cai.io

Keywords: Computer Aid Inc., Harrisburg , Customer Service, Other , Harrisburg, Pennsylvania