Customer Service Representative I

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

Job Summary

Responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Responds to customer inquiries promptly and accurately.
• Documents all inquiries appropriately.
• Understands and applies confidentiality and security guidelines.
• Maintains minimum production expectations while meeting defined quality expectations.
• Maintains knowledge of online reference information.

Additional Responsibilities

• Prioritizes work throughout the day and adapts to changes in workload as needed.
• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• High school diploma or General Educational Development (GED) required.
• Prior healthcare or contact center experience preferred.
• Must be able to clear background checks.
• Experience working with a PC, Windows, Teams, Outlook, Excel, SharePoint, and Microsoft Office required.
• Customer service experience preferred.

Knowledge, Skills, and Abilities

• Ability to maintain confidential information in compliance with HIPAA regulations.
• Excellent data entry skills.
• Program training as required.
• Demonstrated problem solving skills.
• Excellent verbal communication skills.
• Ability to effectively work within established key performance indicators (KPIs) as required by the contract.
• Demonstrated excellent interpersonal and customer service skills.
• Ability to work independently and as a member of a team is required.
• Keen attention to detail and able to carry out work with the highest levels of accuracy.
• Ability to work in fast paced environment.
• Ability to perform work remotely at the discretion and approval of management.

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

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and stand. The employee may occasionally lift or move products and supplies, up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee performs a variety of routine work within established policies and procedures and receives detailed instructions on job tasks and projects. The noise level in the work environment is usually quiet.

What We Offer - for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information