Customer Service Specialist

The Customer Service Specialist is responsible for presenting a pleasant, professional, patient and empathic first impression of the Agency to all visitors and customers who walk through our doors.

The Customer Service Specialist will work collaboratively with multiple departments and program staff to ensure coordination, presentation and coverage of the reception area in addition to all other public spaces.

This is a full time, 35 hours a week, Temp to Hire opportunity in Downtown Pittsfield. 

Essential Duties and Responsibilities include the following
 

• Responsible for providing timely direct customer service to all customers; whether by phone, email or in person
• Periodic monitoring of the resource room, providing assistance as needed/requested and addressing misuse by customers when necessary and seeking out assistance by safety team and/or management when needed
• Provide front desk coverage to greet all customers and ensure they are registered, and if not encourage registration and enrollment in agency programs and services
• Maintain regular contact with Supervisor to update reception area status
• Collaborate and coordinate with Supervisor, Office Coordinator, Business Services Representative and other staff in creating monthly calendar that includes all internally scheduled activities, workshops, trainings, agency and business visits
• Coordinate and schedule activities, workshops and software trainings in collaboration with Customer Services Representative
• Responsible for processing all certified mailings/correspondence
• Distribute satisfaction surveys to customers on a regular basis to determine program effectiveness and quality of services; collate data and report findings to supervisor as needed
• Provide intake and registration to new customers
• Maintain customer flow between waiting room, events, and appointments, notifying appropriate personnel when issues or concerns arise
• Plan and coordinate meeting room calendar(s)
• Coordinate Agency mailings and postage requests
• Responsible for tracking and scheduling on-line workshop registrations and attendance
• Other related duties as assigned