Customer Service Representative

PURPOSE:  Answer and route all incoming/ outgoing calls to and from The Society with proper phone etiquette

RESPONSIBILITIES:

General Tasks:

• Customer Service Representative must be in compliance with company policies and safety procedures and adhere to them.
• All injuries and accidents must be reported to the immediate supervisor on duty. Any safety violations within the company must be reported same day to the supervisor on duty. Failure to do so can result in disciplinary action.
• Assist customers in their needs, direct them with a smile to the proper department. Manage your customer service appropriately and productively.
• When customer service representative walks into office, person that is in the rotation of checking messages at the beginning of their shift, is responsible for clearing the voicemail.
  1. This person needs to relay any necessary information to driver immediately.

• Customer Service Representatives are responsible for answering/placing a minimum of 130 calls per day.
  1. Calls must be routed to proper department.
  2. Calls must be a maximum of 3.00 minutes unless special circumstances require otherwise.
• Closing Customer Service Representative is responsible for having routes ready with all of the drivers’ working equipment (radios, keys, gps).
  1. Shut off A/C, Printer and lights as you leave for the day.
• Inspect and verify all equipment is safe to operate. Report any issues to the Supervisor on duty immediately.
• Maintain your work area free of any hazards and organized at all times.
• Other duties as assigned

REQUIREMENTS:

• Excellent Customer Service
• Must be able to read and write
• Must be friendly and have proper phone etiquette
• Must be organized, have computer skills and be detail oriented.
• Must be properly dressed and groomed before the start of the shift per dress code (pg. 60 Employee Handbook 2016 edition)

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Stoop, kneel, bend at the waist and reach on a daily basis.
• Lift and move up to 50 lbs. unassisted.

• Regular and on-time attendance is critical; hours occasionally exceed 40 hours per week.

ESSENTIAL JOB COMPETENCIES:

• Customer Service Driven: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers.
• Detail Oriented: Is alert in a high-risk environment; follows detailed procedures and ensures accuracy in documentation and data; carefully monitors gauges, instruments or processes; concentrates on routine work details; organizes and maintains a system of records.
• Multi-Tasking: Ability to handle multiple projects at time with good follow-through on action items.
• Teamwork; balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; puts success of team above own interests; builds morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes team member accomplishments.

Full-time employees are offered medical, dental, vision and 403b options. The Society covers 90% of the cost for medical, vision, and HMO dental benefits

SVDPLA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

The society of St. Vincent de Paul will consider the employment of qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.