Customer Service at Symbioun Technologies

Job Responsibilities:

• Application Processing: Efficiently review and process applications following guidelines. Investigate flagged applications and follow up with households or schools as necessary.
• Customer Service: Provide courteous, timely, and accurate customer service via phone or email. Greet customers, answer inquiries, and escalate complex issues to supervisors.
• Case Management: Maintain and update household case files in a database, ensuring accurate benefit issuance and compliance with record retention policies.
• Support Leadership: Collaborate with leadership to resolve escalated customer concerns and system issues.
• Compliance and Research: Stay updated on changes to the summer program rules and regulations. Research information to respond to customer inquiries and make eligibility determinations for benefits and waiver programs.
• Administrative Tasks: Track customer interactions, generate management reports, handle routine correspondence, and operate office machines as needed.
• Efficiency Improvements: Suggest procedures and methods to enhance efficiency and effectiveness to the assistant director.

Required Skills:

• Non-IT help desk experience
• Strong customer service experience
• Accuracy in data entry
• Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels
• Excellent organizational and time management skills
• Ability to deal with confrontational situations
• Excellent oral and written communication skills
• Ability to work as a member of a team                
• Proficient in Microsoft Office and Google Drive
• Basic math and accounting skills
• Self-directed