Job description
Customer Service Representative
Do you have a passion for helping others by enriching the lives of people living with disabilities and special needs in your community?
If YES, Easterseals New Jersey is actively seeking a Customer Service Representative to join our team!
What you will do:
The Customer Service Representative (CSR) will respond to inquiries, concerns, and requests concerning Fiscal Intermediary Services (FIS).
You will also assist and support program participants (Consumers), their authorized representative(s), Self-Directed Employees (SDE), and the program’s Support Coordinators (SC).
Specifically, the CSR is the “first point of contact” for any questions, concerns, and/or issues about the Consumer’s established “service” as outlined in their respective Plan of Care (POC).
You are also the primary service representative, who needs to understand and stay abreast of all organizational changes that can have an impact on the services rendered to the Consumer and their staff (SDE) and be capable of effectively relaying such impacts to the Consumer promptly.
What’s in it for you?
Be a part of a national organization that has helped people with disabilities and special needs for more than a century!
Work with an awesome team of professionals that have a true passion for the work that they do.
Great benefits, including generous paid time off for all employees!
Competitive pay!
The rewarding feeling of knowing that you made a difference in the lives of others!
PRIMARY RESPONSIBILITIES include, but are not limited to:
- Obtains and relays pertinent information regarding program participants to both internal and external stakeholders, including but not limited to service providers, Support Coordinators, and State contacts.
- Ensures program data and information received from Consumers and their SDEs concerning exceptions, e.g., errors, omissions, inaccuracies, etc., flagged in their periodic time and expenses submitted have been properly addressed and reflected in the payroll system, and any related applications.
- Ensures the delivery of outstanding and highly responsive customer service, both internal and external, with a high degree of flexibility and creativity.
- Communicates with program participants (Consumers), participants’ family members, self-directed employees, support coordinators, and other State contacts (Monitors) to obtain or relay information about Fiscal Intermediary Services.
- Provides essential information to Consumers, their authorized representative(s), and their designated staff (SDE) promptly.
- Research information to answer program participants’ questions with program representatives and relay information to participants within established department policies and procedures.
- Maintains a high level of professionalism when interacting with Consumers and their representatives.
- Displays a strong cultural sensitivity to the various Consumers enrolled in the Program, as well as individuals not enrolled, who are seeking information about the specific Program, or other Easterseals programs.
- Demonstrates high levels of Warmth, Respect, and Expertise throughout the administration of their duties.
- Performs a variety of administrative tasks, as warranted to ensure the program maintains a high level of efficiency and effectiveness.
- Provides metrics as it pertains to the overall effectiveness of the Program’s processes.
- Offers viable solutions to remedy issues relating to process inefficiencies and identified waste (Lean).
QUALIFICATIONS AND EXPERIENCE:
- Associate’s degree preferred.
- At least two (2) years of data intake and validation experience are required.
- Previous customer service experience preferred.
- Effective verbal and written communication skills.
- Excellent customer service and relationship management skills, e.g.: Active Listening, Customer Sensitivity, Conflict Management, Negotiation, Customer Issue Identification, Escalation, and Resolution, etc.
- Customer Relationship Management software, e-health records, Payroll & HRIS, and Accounting systems.
- Strong interpersonal skills.
- Basic ability to perform routine analysis, i.e., “flagging” issues, errors, and discrepancies.
- Good time management skills are needed to meet deadlines for Payroll Processing.
- Working knowledge of office productivity software, i.e., Microsoft Suite: Word & Excel.
- Excellent typing skills, i.e., the ability to transcribe notes as part of data intake into applications and systems.
- Detail-oriented.
- Basic verbal skills in Spanish a plus.
About Us!
Easterseals is a national 501(c)3 nonprofit organization that has helped children and adults with disabilities and special needs live better lives for more than half a century. Annually, over 9,000 individuals with disabilities and specific special needs in New Jersey receive services in our programs. We believe everyone has an inalienable right to realize their potential and live their life as they envision it; everyone is allowed access to opportunities that permit them to do so.
Our employees dedicate themselves to making positive differences in people’s lives every day by living our Core Values: RESPECTFULNESS, WARMTH, EXPERTISE
Easterseals Is An Equal Opportunity Employer
As one of our core values, we strive to provide equal opportunity to all of our employees without regard to their age, gender, religion, race, color, national origin, marital status, sexual orientation, or disability which is unrelated to the ability to perform essential job functions, unfavorable military discharge (except dishonorable), veteran status, marital status, parental status, genetic information, source of income or another legally protected category by applicable law about the receipt of services, appointment or election to voluntary office, or hiring for, assignment to, or promotion in staff positions. Easterseals NJ offers paid training, a 403(b) Retirement Plan, and generous Paid Time Off for all employees! To view all benefit information, visit www.enjbenefits.com
About Easterseals New Jersey:
About Us!Easterseals is a national 501(c)3 nonprofit organization that has helped children and adults with disabilities and special needs, live better lives for more than half a century. Annually, over 9,000 individuals with disabilities and specific special needs in New Jersey receive services in our programs. We believe everyone has an inalienable right to realize their potential and live their life as they envision it; everyone is allowed access to opportunities that permit them to do so.
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