Customer Service Representative

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Crisis Assistance Ministry is Mecklenburg County’s Lead Agency offering emergency assistance to low-income families.  Specifically, Crisis Assistance Ministry helps families facing financial crisis by: providing for basic needs including emergency rent and utility assistance, clothing, furniture, beds, appliances, and household goods; fostering economic mobility through partnerships, one-on-one coaching, and support that helps families rebuild financial stability; and empowering the community to advocate for people facing poverty.  On a typical day, nearly 200 families seek assistance through the independent, nonprofit agency located in Charlotte.  Visit crisisassistance.org and follow us on Facebook, Twitter, and Instagram to learn more.

Overview:
The Customer Service Representative provides an excellent level of service to guests and customers of the agency, serves as the initial point of contact and relief for those seeking assistance, and accurately screens and assesses customers and their eligibility for services.

Responsibilities:
• Provide Excellent Customer Service to Guests and Customers
• Serve as the primary point of contact and ambassador of dignity and respect, and help
lessen the stress and anxiety associated with being in a financial crisis
• Assist guests and customers with navigating the processes and procedures of the agency
• Support positive customer and partner agency relations by answering phone calls and e-
mails
• Obtain and document specific information regarding individual requests for assistance
• Contact appropriate referring partners to verify the nature of emergency presented
and/or assist with securing documentation for customers
• Provide positive and consistent communication to referring partners, notifying workers of
client’s eligibility to receive services
• Provide support to agency team members as needed
• Advocate for customers with special or unique circumstances
• Prepare Information for Customers to Receive Services
• Utilize database to create or update customer information, including demographics,
housing information, service requests, agency visits, and other relevant information
related to services received
• Obtain and scan copies of picture ID’s and Social Security Cards as required
• Schedule Saturday appointments as appropriate, utilizing a scheduling tool such as
Microsoft Outlook
• Capture customer contact information and provide confirmation for scheduled
appointments
• Inform customers and partner agencies of the process for receiving services
• Provide Administrative Support and Other Duties as Assigned
• Maintain filing system
• Maintain a safe and conscience environment
This list of essential functions is not intended to be exhaustive. Crisis Assistance Ministry reserves the right to revise this job description as needed to comply with actual job requirements.

Qualifications
• Proven passion for serving people in poverty, and desire to work towards making
Charlotte-Mecklenburg a better place for all
• Minimum of one to two years of previous work related to serving clients seeking human
services assistance
• Ability to interact with customers who have special or unique needs, including working
with recently homeless individuals
• Training and/or demonstrated experience in customer service
• Proven ability to multi-task, and work in a fast-paced environment
• Excellent communication skills (verbal and written) and customer service skills
• Ability to communicate in both English and Spanish languages is desired
• Effective conflict resolution and creative problem-solving skills
• Excellent knowledge of Windows OS and Microsoft Office Suite: Word, Excel, PowerPoint,
Outlook
• Willingness to work a flexible schedule including evenings and weekends
• Associate’s degree; OR two-plus years of equivalent professional experience
• Bachelor’s degree desired

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