Customer Service Representative (Entry Level)

The Center for Urban Families works with individuals and families to support long-term personal and economic success. We are looking for a patient, dependable Customer Service Representative to help people access information and support from our team.

About the role

This entry-level role is a first point of contact for people seeking information or assistance from CFUF. The representative listens to questions, provides clear and courteous responses, records interactions, and connects people with the right staff or services when needed. Training on CFUF procedures and systems will be provided.

Responsibilities

• Respond to inquiries by [phone, email, in person, or other channels] with patience and professionalism.
• Listen carefully to understand each person’s question and provide accurate information using approved resources.
• Record inquiries, actions, and follow-up needs in [case management system or customer relationship management system].
• Refer complex or sensitive matters to the appropriate staff member and follow escalation procedures.
• Follow up on open questions when needed and make sure handoffs are clear.
• Maintain organized, accurate records and protect confidential information.
• Work with colleagues to help people receive timely and consistent support.

Requirements

• Clear, respectful verbal and written communication skills.
• Good listening, organization, and attention to detail.
• Basic comfort using computers, email, and web-based systems, with willingness to learn new tools.
• Able to handle confidential information professionally.
• Reliable, patient, and able to stay calm and helpful when handling questions or concerns.
• This is an entry-level opportunity; customer service experience is [preferred / not required]