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Customer Service Representative - Call Center Lead

Company: Res-Care, Inc.
Location: Detroit
Posted on: June 12, 2021

Job Description:

Our Company


As a Call Center Customer Service Representative, you will answer inbound inquiries from clients in a fast-paced team environment, determine needs and eligibility for a variety of benefit and training programs, and make outbound follow up calls to inquiries as necessary.


  • Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information.
  • Determines eligibility by comparing client information to established guidelines
  • Schedules clients for Employment and Training Program Orientations available locally to their area of residence
  • Refers clients to third party workforce services providers
  • Informs clients by explaining procedures; answering questions; providing information
  • Maintains an accurate written record of the transaction following established guidelines
  • Maintains communication equipment by reporting problems
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
  • Updates job knowledge by studying new programs that become available; participating in employment and training discussions
  • Other duties as assigned



  • HS Graduate or GED required, some college or undergraduate degree is a plus
  • 6 months or more experience in customer service, preferably in a Call Center environment, required
  • Workforce or other Human Services experience is a plus


  • Strong written and Verbal Communication skills; Phone Skills ; Listening ; Data Entry Skills; People Skills; Informing; Customer Focus; Customer Service; Attention to Detail; Professionalism; Multi-tasking

Travel Requirements

  • Minimal Travel

Work Environment And Physical Demands

  • Must be able to sit or stand for long periods of time.
  • 80% of the day will be spent sitting or standing while talking on the phone

About our Line of Business

Equus Workforce Solutions, formerly ResCare Workforce Services, is the nation's leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry's best practices to work nationwide by focusing on the development, design, and delivery of demand-driven workforce solutions. Assisting over a million job seekers and thousands of employers annually, Equus Workforce Solutions is the most comprehensive workforce development company in the United States. For more information visit

Additional Job Information

The CSR- Call Center Lead will answer inbound inquiries from clients in a fast-paced team environment. Must be subject matter expert on inbound call processes, procedures, and be able to train and assist Customer Service Representative (CSR) Team. Create and update stand operation procedures (SOP) and guides as needed. Identify resources for a variety of community and workforce programs. Direct participants to appropriate employment and training services programs according to established guidelines. Update participant case notes and coordinate activities as necessary.

  • Provide outstanding customer service and provide information to help participants connect to resources based on the individual's needs
  • Train Customer Service Representative (CSR) Team and be subject-matter expert on inbound call inquiries
  • Create and update stand operation procedures (SOP) and guides as needed and communicate changes to CSR Team upon approval from Manager
  • Answer inbound inquires regarding Grow Detroit Young Talent (GDYT) summer program
  • Take escalation calls received from CSR unit
  • Respond to any messages and follow up with participants within 24-48 hours
  • Refer participants to community resources and Employment and Training (E&T) activities based on established guidelines

Colorado Pay Min

Colorado Pay Max

Keywords: Res-Care, Inc., Detroit , Customer Service Representative - Call Center Lead, Other , Detroit, Michigan

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