Seasonal Customer Service Specialist

Description: Since 1982, over 150,000 youth have been helped with Youth Opportunities Unlimited (Y.
O.
U.
) programs.
Y.
O.
U.
helps teens and young adults, ages 14-24 living in economically distressed communities succeed by providing educational and workforce opportunities, skills development, and access to career pathways.
We offer school-based and community-based programs designed to meet the needs of Northeast Ohio employers, with a focus on those industry sectors that provide the most opportunities for career success.
At Y.
O.
U.
, we are dedicated to excellence and continuous improvement of the quality of our services to youth, employers, and the community.
Job Purpose The Seasonal Customer Service Specialist will deliver excellent customer service to all inquiries regarding Y.
O.
U.
programs.
Inquiries will come via phone, email, and in-person meetings from program participants, their families, prospective participants, Y.
O.
U.
staff, and other community members.
Essential Functions Manage large amounts of inbound and outbound calls in a timely and professional manner.
Maintain consistent and excellent customer service delivery.
Identify client needs, clarify information, research issues, and provide solutions and/or alternatives.
Resolve client inquiries professionally and diplomatically.
Escalate issues as needed to Senior Customer Service Specialist when necessary.
Ensure accurate documentation of correspondence with customers using an online data management system.
Assist with outgoing program mailings from different Y.
O.
U.
departments in a timely manner.
Assist Worksite Supervisors and participants with any issues with the HRIS system (es: log in issues, payroll issues) Attend and participate in staff meetings as scheduled and required.
Submit reports and paperwork in a timely fashion and as directed by Team Lead and Program Manager.
Other duties as assigned.
Benefits Medical, Dental, Vision Retirement plans which include a 403B plan.
Paid Parking Requirements: Education High School Diploma or GED required.
Requirements Must have at least 2 years of experience in a high-volume customer service environment.
Must pass a background BCI/FBI check as a condition of employment.
Must have experience with databases, spreadsheets, and word processing.
Knowledge, Skills and Abilities Belief and commitment to Y.
O.
U.
’s mission, vision, and values.
Proven ability to handle crisis situations with diplomacy and maintain emotional control under stress.
Strong verbal and written communication skills with excellent interpersonal skills.
Proficient in Microsoft Office Suite programs, Outlook email, Google drive applications, and spreadsheets.
Possess active listening skills, analysis skills, and stress management skills.
Highly detail-oriented and data-efficient.
Comfortable using technology and adapting to new technology.
Ability to work independently and with teams with minimal supervision.
Ability to juggle multiple tasks and initiatives at once.
Enthusiastic, flexible, adaptable, patient, and diplomatic.
Possess a positive and solution-oriented attitude.
Proven organizational skills.
Social interaction with clients and team members is required frequently.
Work Environment This position is primarily a remote position.
This position will have to come to the office at times for mandatory meetings, training, etc.
The work pace for this position is sometimes fast paced where work is required for up to 2 hours at a time.
Ability to work nights and weekends as needed.
When working remotely, must have a workspace free of distractions and background noise (Pets, children, television, radio, etc.
) Hard wired internet at the primary work location preferred but not required.
Physical Requirements Ability to sit on a nearly frequent basis.
Ability to stand and walk on a frequent basis.
Ability to talk and hear.
Ability to bend, rotate and reach frequently.
Ability to carry, push/pull and/or lift materials, or supplies, weighing upwards of 25 lbs.
Ability to ascend/descend stairs safely.
Ability to manipulate, handle, and/or grip materials required to perform job.
Must be able to maintain both static and dynamic standing balance to complete various duties associated with job.
Specific vision abilities required by the job include close vision/distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
All applicants are considered without regard to race, color, religion, sex, pregnancy, gender identity or expression, sexual orientation, national origin, age, disability, marital status, parental status, veteran status, military service, family medical history, genetic information, or any other characteristic protected by applicable federal, state, or local law.