JOB TITLE: Customer Support Rep
JOB LOCATION: Albany, NY
WAGE RANGE*: 20-23
JOB NUMBER: 24-01971

REQUIRED EXPERIENCE:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
* Expected to have excellent verbal, written communication, and troubleshooting skills.
* Demonstrated understanding and ability to work with persons with disabilities.
* Ability to compose reports, business correspondence, and procedure manuals.
* Excellent verbal and written communication skills.
* Ability to troubleshoot.
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
* Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
* Knowledge of Microsoft Windows, Excel and Word preferred.

Bilingual is a plus

Qualifications:

Education:

High school degree or equivalent required.

JOB DESCRIPTION

Our client's culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

* Responds to inbound/outbound call inquiries.
* Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.
* Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.
* Performs support ticket transaction resolution tasks and administrative functions.
* Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.
* Responsible for maintaining adequate records/documentation for audit and internal control purposes.
* Routes mail, email, and other administrative support duties as assigned.
* Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.
* Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.