Customer Service Associate Lead

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.

Would you like to be a part of a team that values strong work ethics, have a flexible work schedule, as well as meeting interesting people? Look no further, PRWT has an exciting opportunity for you. We are currently accepting resumes for the position of Customer Service Associate Lead, conveniently located within Center City of Philadelphia. PRWT Services, Inc. is a high-performance provider of business process outsourcing (BPO) and facilities management services to governmental and commercial clients nationwide.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following:

• Assists the Supervisor and coordinates activities of the Call Center Department
• Communicate daily updates to management.
• Assist with preparation of work schedule to expedite workflow.
• Follows up on requests from Clients.
• Assigns duties and examines work for accuracy
• Assist with completing monthly attendance reports.
• Ensure Quality standards daily.
• Complete Quality control measure daily.
• Participate in new hire training.
• Participate with implementation of new procedures/train staff.
• Responsible for development/activities to ensure positive staff morale.
• Exhibit a positive and professional attitude at all times
• Perform responsibilities efficiently and effectively
• Maintain departmental standards
• Forward escalation situations on behalf of citizens to customer care department/client(s)
• Schedule hearings for citizens
• Respond to inquiries regarding all clients
• Able to perform multiple tasks within the department
• Must maintain a high level of confidentiality, informational accuracy, and production
• Other duties as assigned

QUALIFICATIONS

      To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Excellent communications skills with the ability to speak clearly and accurately respond to citizens.
• Ability of effectively communicate in a courteous and professional manner.
• Ability to learn and apply knowledge accordingly.
• Must be reliable, on time and in attendance on a daily basis.

AVAILABILITY 

• Candidate must be available to work between the hours of 8:00am and 5:00pm, Monday – Friday and the last Saturday of each month between 9:00am and 12:00pm.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED)
• 1-2 years of experience in Customer Service

LANGUAGE SKILLS

• Ability to read, write, and understand English and/or Spanish.

MATHEMATICAL SKILLS

• Ability to add, subtracts, multiply and divide

PHYSICAL DEMANDS 

       The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                             __% Standing     _100_% Sitting     ___% Lifting

• Sitting and/or standing for long periods

WORK ENVIRONMENT

      The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Training will take place virtually. Customer Service Associates will be required to work in person on-site prior to the end of training.

We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy.