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Customer Service Associate

YWCA Hanover
Hanover, PA
Closing date
Nov 30, 2022

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Customer Service
Full Time
Career Level
Experienced (Non-Manager)
20 hours a week A$ cents A cents ' not A cents € oe 6:00 AM Shifts*Competency: ** Delicately handles customer complaints. Uses initiative to correct problems and direct customers to appropriate staff. Uses discernment when dealing with emotional topics. Manages difficult or emotional customer situations. Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance. Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Speaks clearly and persuasively in positive or negative situations: listens and gets clarification and responds well to questions. Shows respect and sensitivity for cultural differences.* Writes clearly and informatively. Demonstrates accuracy and thoroughness. Meets productivity standards. Adapts to changes in the work environment. Balances team and individual responsibilities.* Works ethically and with integrity. Upholds organizational values. Displays willingness to make decisions. Includes appropriate people in decision-making processes. Observes safety and security procedures. Is consistently at work and on time. Follows instructions, and responds to management direction. Volunteers readily; ask for and offers help when needed.*Essential Duties and Responsibilities: ** Answer incoming phone lines. Must be courteous and professional at all times. Must be knowledgeable about YWCA programs and upcoming events and must share this knowledge when asked by callers and by in-person visitors.* Interact with clients on the phone, e-mail, internet, social media, and face-to-face in a professional manner.* Collect and record payments received in person, by phone, or by mail. Post any payments received to appropriate software, account, and or spreadsheet, and ensure that all information recorded is accurate and complete.* Maintain accurate and up to date client files.* Generate monthly, quarterly, and annual reports for management.* Follow all established policies and procedures of the YWCA.* Conduct basic administrative tasks such as copying, faxing, scanning documents, filing as requested.* Balance out cash drawer and submit proper end of shift reports on a daily basis or as needed.* Assist Client Services Director, Executive Director, and Director of Finance with projects and correspondence as needed.* Assist with coverage of customer service area when Customer Service Associates are off.* Other duties as assigned.Job Type: Part-timePay: From $11.00 per hourSchedule:* Monday to FridayWork Location: One location

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