Customer Service Representative

Company: 211 San Diego
Location: San Diego
Posted on: March 18, 2023

Job Description:

What is a Customer Service Representative?
The Customer Service Representative is a client-focused, phone-based position responsible for assisting San Diego County residents, providers, and agencies with questions or needs related to the County ACCESS General Information line as well as Family Resource Center programs and services seeing information of the primary County benefit program including, but not limited to CALFresh, Medi-Cal; and CalWorks. This position will describe eligibility requirements, take application requests, reschedule appointments to obtain/continue benefits, and update existing case information.

• 
  
• Must reside in the County of San Diego
  
• 6-month work in office, then opportunity to work hybrid work schedule
  
• Sign-on bonus eligible
  
  
  Make a Difference through Action
  - Phone screen clients for community programs for the purpose of educating, navigating and connecting clients with needed services.
  - Use active listening in all interactions to provide high-quality confidential connections to resources and services.
  - Utilize effective customer service skills to ensure the highest level of client satisfaction with the service.
  - Maintain control of the call to ensure handle time is kept under the required time.
  - Maintain accurate records of services requested and provided, utilizing online database system and MS Office products.
  
  All things we do are in line with our company values
  - Engages with and contributes to the positive culture of 2-1-1 San Diego following our core values.
  - Seeks continuous learning opportunities to promote growth, professional, and personal development.
  - Must actively pursue individual AIRS certification, if eligible.
  - Assists with special projects as requested.
  
  The Values We Live By
  
  People First
  We believe that helping staff, clients, and the community thrive is at the core of who we are.
  Inclusion
  We embrace diversity and strive to create accessible and equitable programs where we work.
  Collaboration
  We find value in the community and working together, both internally among our staff and externally with partners.
  Excellence
  We set high standards for our work and seek to create space for the team to excel and be brave and strategic in driving change.
  Innovation
  We are constantly learning and improving in pursuit of our mission, both individually and collectively.
  Integrity
  We act with integrity and respect for one another and the communities we serve.
  
  Our Commitment
  2-1-1 San Diego is deeply committed to the principles of equity, diversity, and inclusiveness and seeks to create a pluralistic community for all staff and clients. 2-11- San Diego is an Affirmative Action/Equal Opportunity employer. Persons of color, women, minorities, and individuals with disabilities and veteran/military status are encouraged to apply.
  
  *$300 Sign-On bonus available after 180 days of employment*
  
  Other Details
  Pay: $18.00/hour
  Status: Non-Exempt, Full-Time
  Work Schedule: 8:30 a.m. to 5:00 p.m. Monday through Friday. We are a 24/7 operation.
  Required to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties as directed by the Emergency Manager.Qualifications
  
  - Associate's Degree or higher preferred; a combination of continued education beyond high school and equivalent experience may be substituted.
  - 1-2 years of call center experience is highly desirable.
  - Experience in the fields of public health, social work, human development, psychology, sociology/criminology or social sciences are highly desirable.
  - Excellent verbal and written communication skills.
  - High level of proficiency in web-based systems, real-time communication systems (i.e.: chat), MS Word, Excel and PowerPoint; skills test may be required.
  - Bilingual Spanish preferred
  
  Technical Requirements
  - Internet speed of 150 mbps from a reliable internet provider required.
  - Must be directly connected to router/modem via Ethernet cable. Cannot use a wireless connection.
  
  Physical Requirements:
  - Prolonged periods of sitting at a desk and working on a computer.
  - Repetitive motions that may include the wrists, hands, and/or fingers.PI207190527

Keywords: 211 San Diego, San Diego , Customer Service Representative, Other , San Diego, California