Customer Service Representative

Job Description

Job Description

Mountain Projects is seeking a friendly, compassionate, and customer-focused Customer Service Representative to serve as the first point of contact for clients, community members, and partners. The ideal candidate is committed to providing exceptional service, responding to inquiries, resolving concerns, and connecting individuals with the appropriate programs and resources. This position requires strong communication skills, professionalism, and the ability to work effectively in a fast-paced, team-oriented environment.

• Greet clients, visitors, and callers in a professional, courteous, and welcoming manner.
• Respond to customer inquiries by phone, email, and in person, providing accurate information about programs, services, and policies.
• Assist clients with completing forms, applications, and required documentation.
• Direct customers to the appropriate department or staff member based on their needs.
• Resolve customer concerns and complaints promptly while maintaining a high level of professionalism.
• Maintain accurate records of customer interactions and update information in company databases.
• Schedule appointments and coordinate follow-up communications as needed.
• Process incoming and outgoing correspondence and maintain organized records.
• Collaborate with internal departments to ensure timely and effective service delivery.
• Protect the confidentiality of client and organizational information.
• Perform general administrative and clerical duties as assigned.

• High school diploma or equivalent required.
• Previous experience in customer service, reception, administrative support, or a related role preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact respectfully with individuals from diverse backgrounds.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Strong organizational and time management skills.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• Ability to remain calm and professional when handling challenging situations.
• Commitment to providing outstanding customer service.

• Experience working in a nonprofit, community services, healthcare, or social services environment.
• Familiarity with client intake procedures and case management software.
• Bilingual language skills are a plus.

• Ability to sit or stand for extended periods.
• Frequent use of computers, telephones, and other standard office equipment.
• Ability to occasionally lift office supplies or files weighing up to 25 pounds.

Mountain Projects offers a competitive salary, comprehensive benefits package for eligible employees, paid time off, professional development opportunities, retirement benefits, and a supportive work environment dedicated to serving the community.

Mountain Projects is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.