Customer Service Lead

Customer Service Lead

Responds to business phones including directing callers to appropriate staff, responding to voicemail messages left after hours within 24 hours of receipt, scheduling client appointments and reaching out clients who fail to report for appointments.

Respond to virtual chat directing chat participants to appropriate resources via referral or direct engagement

Client follow up via phone, text, email, etc. 72 hours following initial contact.

Engage with system-wide referral database, creating referrals for a diversity of internal and external partners.

Manage client information in a specialized database that includes follow-up appointment with 95% accuracy rate and route and close out cases in database within 24 hours. May perform client outreach duties

Tracks and reports on customer engagement activities

Assist with copying, scanning projects as needed, sort and distribute materials as needed

Assemble informational materials or packets as requested

Assist with general reports, including data gathering via the computer system, printed reports or other available information

Duties may vary depending on programmatic areas of assignment

Assists in scheduling activities

Conducts additional customer outreach to ensure engagement throughout the service participation processes

Supports management with scheduling appointments and managing unit calendars

Other duties as assigned

Qualifications

High School diploma or General Education Diploma and one to two years clerical and/or customer service experience in an office setting

Additional education preferred but not required

Proficient in Microsoft Windows and Office (Word, Excel, PowerPoint)

Excellent grammar, spelling, and typing skills

Strong interpersonal skills and the ability to communicate clearly and professionally

Friendly, professional demeanor on various platforms (in-person, phone, virtual)

The ability to maintain confidentiality is a must

Experience in a fast-paced, team environment that is performance driven

Excellent organizational skills and strong attention to detail

Ability to use various electronic systems to carry out duties and responsibilities

Must interact one-on-one and in groups with individuals from a diverse range of backgrounds

Ability to work independently both in-person and remote with strong reporting requirement on progress

Valid Driver's License in good standing and proof of current automobile insurance required

Additional Information

All your information will be kept confidential according to EEO guidelines.

Auxiliary aids and services are available upon request to individuals with disabilities. Relay Texas: View phone number on click.appcast.io (TDD) View phone number on click.appcast.io (voice) or 711

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry's best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.