Customer Service Representative

About Us

Archipelago Strategies Group (ASG), established in 2013, specializes in impactful social marketing to change behaviors. Our comprehensive services encompass in-house communications, marketing, creative, community outreach, contact center, and data teams. As a certified woman-, minority-, and LGBT-owned business, ASG has received accolades such as the U.S. SBA's Minority-Owned Small Business of the Year in 2017 and recognition as one of Massachusetts' "Fast 50" growing private companies in 2022. With a commitment to community improvement, ASG has expanded its workforce by 50% in 2023, fostering opportunities for diverse multicultural groups and our employees.

The Customer Service Representative serves as a key individual contributor on our team, tasked with executing advanced administrative and case management functions. This position suits a candidate with a proven track record in customer support and case management, capable of handling complex and sensitive issues with discretion, compassion, and expertise. The Customer Service Representative will navigate complex case management situations, utilizing problem-solving skills and a sharp understanding of housing program regulations to determine Priority/Preference eligibility with a high degree of accuracy. The Customer Service Representative is expected to deliver exemplary service, foster meaningful client relationships, and advance the mission of ASG with commitment and integrity.

Primary Accountabilities

• Obtain client information through phone, chat, email, mailing, and other customer service communication channels; conduct in-depth interviews and meetings with clients; verify and analyze information with a high level of accuracy.
• Assess preference and priority eligibility with an advanced understanding of client information against requirements.
• Provide comprehensive explanations of procedures to clients; answer inquiries; supply detailed information; handle specialized cases or case lists as assigned by management.
• Uphold and enhance quality results by strictly adhering to department standards and guidelines; propose process improvements.
• Efficiently manage high volumes of inbound and outbound communications professionally.
• Conduct virtual or in-office meetings with clients as needed.
• Implement advanced communication scripts and policies when dealing with various topics.
• Maintain the utmost confidentiality in all client interactions.
• Achieve personal/team qualitative and quantitative targets.
• Participate in professional in-person events (as needed).
• Utilize housing application database systems (currently CHAMP and Salesforce) to monitor and evaluate applicant success rates critically.
• Coordinate mail processing and management tasks.
• Cross training for backup, as necessary, appeals, training, mail process, outbound correspondence, special projects.
• Execute additional duties as necessary.
  
  

Minimum Qualifications

• 2+ years of experience in a customer support role, with a demonstrated track record of complex problem-solving.
• Advanced proficiency with databases or customer relationship management systems.
• Experience with enrollment in health, education, housing, or government programs strongly preferred.
• Exceptional phone and verbal communication skills coupled with active listening.
• Customer focus and adaptability to various personality types with a heightened sense of empathy and understanding.
• Demonstrated ability to multi-task, set priorities, and manage time with high efficiency and effectiveness.
• Associate's degree a plus; high school degree minimum with professional experience
• Ability and willingness to travel for meetings as part of the role (very infrequent).
• Reliable home internet access, ability to operate a telephone and use a computer.
• Flexibility to occasionally work evenings and weekends (for additional compensation) with a commitment to excellence during project peaks.
• Bilingual proficiency is a plus; particularly in English and Spanish, Portuguese, or Haitian Creole.
  
  

Minimum Skills

• Advanced verbal communication
• Proficient phone and written messaging skills
• Superior listening abilities
• Skilled in data entry with a focus on precision
• Exceptional people skills
• Premium customer service orientation
• Rigorous attention to detail
• Upholding professionalism always
• Strong interpersonal skills, including the ability to work with diverse groups
• Dedicated to promoting community initiatives
  
  

Benefits And Compensation

• Comprehensive Health, Dental, Vision, and Life Insurance
• Long Term Disability
• Vacation and Wellbeing Days
• Twelve Holidays
• 401(k)
• Salary range for this position starts at $18.50/hr and is commensurate with experience.
  
  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.

ASG is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, ASG will better serve our clients and communities through its services. ASG is an employment at-will organization and an equal opportunity employer committed to maintaining a work environment free from discrimination on the basis of age, amnesty, ancestry, color, creed, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, covered veteran status, national guard or reserve unit duty obligations, or any other category protected by law (“protected class status”) and in accordance with applicable federal, state, and local laws. ASG complies with applicable federal, state, and local laws governing non-discrimination in employment.

ASG participates in the E-Verify program and upholds candidates and employee rights. Additionally, ASG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or any additional information on the content above, please contact People Operations by email at people@discoverasg.com.