Customer Service Representative

Job Description

Job Description

JOB SUMMARY

Position Title: Customer Service Representative

Program: ELRC

Classification: Non-Exempt/Full-Time

Location: 601 S. Queen Street, Lancaster, PA

The Customer Service Representative will handle all incoming calls and emails for Early Learning Resource Center. This position will involve communication with both parents and staff, greeting parents, gathering documents, and identifying their reasons for the visit.

DUTIES/RESPONSIBILITIES:

Customer Service:

• Answer calls promptly and professionally.
• Greets visitors in a professional and courteous manner.
• Receive all mail, date stamp all documentation and assign to the appropriate staff
• Scan all documents to appropriate staff
• Ensure copiers are stocked with paper and working properly
• Make continued copies of all forms

Collaboration & Teamwork:

• Complete client search and transfers the caller to the appropriate staff.
• Responds to clients’ concerns and provider concerns, and work toward resolving problems as they arise.
• Maintains confidentiality in dealing with staff and family information

Continuous Quality & Performance Improvement:

• Complies with office policy and procedures
• Order ELRC documents as needed
• Meter outgoing mail
• Maintains quality customer service
  

Continuous Quality & Performance Improvement:

• Ensures all applications submitted are processed timely and accurately
• Maintains a thorough understanding and ability to interpret DHS policies and regulations
• Maintains complete and accurate files and records
  

Planning & Organizing:

• Complies with office procedures and expectations to ensure time mandated requirements on work are met
• Ensures organization of workflow to meet required deadlines

*Performs other related duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS

• High School Diploma with 2 years of Human Service experience
• Bilingual Spanish preferred

**Please see attached for full job description**

We value our team by uniting our employees with our mission. We offer a strong purpose with compassion for work-life balance. Below is a glimpse of our robust benefits offered:

• Sign-on Bonus, only available for external candidates
• Benefits: Medical, Dental & Vision Coverage / 403(b) Plan / Life Insurance / EAP Program
• Generous number of PTO Days banked annually
• Paid Parental Leave
• Tuition Reimbursement
• Employer- Assisted First Time Homebuyer Program

Statement of Commitment to Accountability

Community Action Partnership of Lancaster County is committed to providing and maintaining a culture of accountability at every site, every day, and in every word, action, and program delivered by each employee.

Equal Employment Opportunity

CAP provides equal employment opportunities to all qualified individuals without regard to race, gender, disability, ethnicity, religion, sexual orientation, national origin, age, citizenship, veteran status or genetic information.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. The agency shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

As an employer, CAP complies with the Pregnancy Workers Fairness Act (PWFA) and follows the applicable procedures ensuring employees are provided with the rights, protections, and reasonable accommodation required by law.