Customer Service Representative - Maximus

Alphapointe Kansas City , MO 64126

Posted 2 months ago

As part of its mission, Alphapointe provides preferential hiring to people with vision impairments (legally blind).

Alphapointe is a non-profit agency whose mission is to empower people with vision loss to achieve their goals and aspirations. Alphapointe offers a great working environment that's both challenging and satisfying as well as an array of benefits including medical, dental, vision and life insurance, short and long term disability, vacation and sick time, paid holidays and flexible spending options as well as a generous 401(k).

Job Summary:
The Customer Service Representative is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.

Essential Functions:

  • Must have the ability to work independently with little or no supervision.

  • Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services.

  • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken

  • Follow standard operating procedures to ensure consistency and accuracy

  • Address Customers inquiries and resolve problems to ensure that appropriate changes are made

  • Refer unresolved customer grievances to designated departments for further investigation

  • Communicate with supervisor regarding any potential needs or concerns

  • Perform data entry accurately

  • Perform other duties as assigned by management

Additional Functions:

  • Physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of the job, the employee is regularly required to type, talk or hear.

  • The employee frequently is required to sit and reach with hands and arms.

  • The employee is sometimes required to stand and walk.

  • Must be able to occasionally lift and/or move up to 25 pounds.

Knowledge and Skill Requirements:

  • High school diploma or equivalent required.

  • A degree or certificate in a related field preferred.

  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

  • Ability to work as a team member, as well as independently.

  • Ability to maintain confidentiality and security of all information

  • Call center experience preferred.

  • Computer experience and typing proficiency required.

  • Excellent written and spoken communication skills including voice tones and grammar as well as time management skills and organizational skills.

  • Practice active listening skills to determine the nature of the customer inquiries.

Working Conditions:

  • Include moderate to noisy work environment typical of an office environment.

Alphapointe is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Vet


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