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:
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Answer calls promptly and professionally.
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Greets visitors in a professional and courteous manner.
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Receive all mail, date stamp all documentation and assign to the appropriate staff
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Scan all documents to appropriate staff
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Ensure copiers are stocked with paper and working properly
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Make continued copies of all forms
Collaboration & Teamwork:
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Complete client search and transfers the caller to the appropriate staff.
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Responds to clients’ concerns and provider concerns, and work toward resolving problems as they arise.
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Maintains confidentiality in dealing with staff and family information
Continuous Quality & Performance Improvement:
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Complies with office policy and procedures
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Order ELRC documents as needed
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Meter outgoing mail
Maintains quality customer service
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Continuous Quality & Performance Improvement:
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Ensures all applications submitted are processed timely and accurately
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Maintains a thorough understanding and ability to interpret DHS policies and regulations
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Maintains complete and accurate files and records
Planning & Organizing:
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Complies with office procedures and expectations to ensure time mandated requirements on work are met
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Ensures organization of workflow to meet required deadlines
Performs other related duties as assigned.
EDUCATION/EXPERIENCE REQUIREMENTS
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High School Diploma with 2 years of Human Service experience
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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:
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Sign-on Bonus, only available for external candidates
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Benefits: Medical, Dental & Vision Coverage / 403(b) Plan / Life Insurance / EAP Program
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Generous number of PTO Days banked annually
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Paid Parental Leave
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Tuition Reimbursement
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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.
