Job Description

WHAT IS A CUSTOMER SERVICE REPRESENTATIVE II?

The Customer Service Representative II is an enhanced client-focused, phone-based position responsible for leveraging technology to provide preliminary screenings, application assistance, extensive follow-ups to ensure clients receive services, community outreach for education, referral assistance and coordination with other Community Based Organizations, and other projects as assigned. The CSR II position is responsible for ensuring San Diego County residents, providers, and agencies can connect to anti-poverty safety net programs such as CalFresh, Medi-Cal, CalWORKS, rental assistance programs, income and financial resources, and more. This role is vital in streamlining access for clients to needed services that help San Diego County thrive.

ESSENTIAL RESULTS

· Assist with inbound and outbound phone calls from clients interested in obtaining information about, applying for, or inquiring about their application for public benefits or community social service programs.

· Screen clients for community programs for the purpose of educating, navigating and connecting clients with available services.

· Complete client follow-ups in a timely manner using a variety of communication channels to ensure clients are seamlessly connected to programs, proper advocacy steps are followed and barriers clients face are addressed.

· Identify and accurately refer clients to appropriate community resources that may address clients’ additional health and social needs.

· Ensure successful service delivery by continuously monitoring and improving personal productivity, quality measurements, client satisfaction surveys and efficiency.

· Develop strategies that identify solutions to barriers to access, and monitor client progress.

· Work collaboratively with our community partners to improve San Diego’s system of care

· Apply knowledge of programs to give the most accurate and current information to clients.

· Utilize superior customer service skills to ensure the highest level of client satisfaction.

· Use active listening and conversational intent in all interactions to provide exemplary service that focuses on the client’s experience.

Agent individual performance metrics are being met or exceeded:

• Accurately document all client interactions and unmet needs in 2-1-1’s systems to assist in the identification of gaps in services.

· Attendance is reliable and punctual on a regular ongoing basis.

· Services provided to clients are within the scope of 2-1-1s role, providing as much assistance as possible within that capacity.

All things we do are in line with our company values:

• Engage with and contribute to the positive culture of 2-1-1 San Diego following our core values.
• Seek continuous learning opportunities to promote growth, professional and personal development.

· Assist with special projects as requested.

QUALIFICATIONS

· Associates Degree or higher required; combination of continued education beyond high school and equivalent experience may be substituted.

· 1-2 years of call center experience highly desirable.

· Experience in the fields of public health, social work, human development, psychology, sociology/criminology or social sciences are highly desirable.

· Excellent verbal, written and interpersonal communication skills required.

· Ability to think critically, solve problems creatively, and effectively assist clients in difficult situations.

· High level of proficiency in web-based database systems, real-time chat tools, and the Microsoft Suite. Skills test may be required.

· A positive attitude, desire to learn and grow.

· A focus on the growth and well-being of people and the communities to which they belong.

· The desire to seek learning opportunities to promote growth, professional and personal development.

· Must actively pursue individual AIRS certification, if eligible.

· Bilingual English/Spanish highly desirable.