Customer Service Representative

Customer Service Representative

Austin Safety Council (ASC) is seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. The ideal candidate will be responsible for providing exceptional customer service to our clients and ensuring their satisfaction with our services. This includes successfully registering, checking-in, checking-out, issuing badges to trainees, scheduling appointments; maintaining records and accounts, answering phones, and handling customer questions and requests in a timely and efficient manner. The Customer Service Representative is effective in using the custom software applications trained by ASC.

Summary of Essential Job Functions

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Resolve customer complaints and issues in a calm and efficient manner
• Provide accurate information about our services to customers
• Maintain customer records and update account information as needed
• Collaborate with other departments to ensure customer satisfaction
• Greet and process customers who come in
• Verify trainee credentials
• Process trainee payments if necessary
• Assist with insuring course requirements
• Confirm training completion and print badge
• Cross-sell safety council services
• Answer questions from other employees and departments
• Support training department with off-site documentation, course certificate preparation
• Facilitate account setup and payment paperwork
• Coordinate with accounting department to process payment
• Setup user name and password and walk customer through program usage
• Handle all customer technical problems and complaints
• Escalate problem if necessary to Supervisor
• Discuss benefits of membership with all customers who contact the council
• Other duties as deemed necessary

Skills and Qualifications

• High school diploma or equivalent
• 1-2 years of experience in customer service or a related field
• Bilingual in English/Spanish
• Excellent communication skills, both verbal and written
• Strong problem-solving skills and ability to think on your feet
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Proficient in Microsoft Office and other computer applications
• Ability to work flexible hours, including evenings and weekends
• Must enjoy working with the public and have a strong initiative to work independently and as a team member.
• Proven ability to work under pressure and make effective decisions.
• Cross-train and assist other departments as necessary and directed by the Supervisor.

Abilities Required

• Ability to work in a time-sensitive environment with non-flexible deadlines
• Ability to learn custom software applications through training provided by ASC
• Ability to work under pressure and in constantly changing environments
• Ability to practice discretion and maintain confidentiality
• Ability to communicate and interact with all levels of organizations (internal and external)
• Ability to meet highest attendance requirements
• Ability to handle multiple tasks concurrently
• Ability to speak, read and write English
• Cross-train and assist other departments as necessary
• Willingness to work at different locations if the company need arises
• Flexibility to work beyond scheduled shift time when necessary to take care of patient needs

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Austin Safety Council is an equal opportunity employer.