Expected Hourly Pay Rate:
$20.00 Work where your work matters. Work at CCRC.
CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing!
General Summary: Under general supervision, the Customer Service Specialist provides technical customer service assistance to CCRC customers through incoming phone calls and in-person interactions at the Customer Support Center. The position works collaboratively with Agency departments to maintain up-to-date knowledge of Agency programs and procedures, ensuring accurate information is shared with customers. The role also includes general clerical support and data entry services within the department.
Please review the full job flyer here: Customer Service Specialist
Essential Duties And Responsibilities
Provide customer service and support to parents, providers, and other interested parties including the following responsibilities:
Customer Service and Communication (45%)
Serve as the first point of contact for parents, providers, and other interested parties in person and over the phone.
Operate the Agency’s main telephone switchboard using ACD software, answering calls professionally, routing them appropriately, and recording wrap-up codes.
Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate department(s) of their arrival.
Provide clear, courteous, and attentive communication, maintaining a professional tone in all interactions.
Frequently explain Agency programs, policies, and procedures to customers.
Ensure accurate and efficient data entry into CCS logs.
Document and Data Management (35%)
Receive, organize, and process mail and documents submitted by parents and providers.
Accurately log documents in the CSC Database, date-stamp them, and forward to the correct department(s).
Maintain accurate records and assist departments in locating visitors or document information when needed.
Clerical and Administrative Support (20%)
Perform general clerical duties including scanning, photocopying, filing, faxing, typing, and mail processing.
Support Agency operations by collaborating with other departments to share information and ensure smooth workflows.
Job Specifications
Minimum Required
Education and Experience : Minimum high school diploma or equivalent and one year of customer service experience.
Professional/Technical Certifications : n/a
Technical Requirements : Demonstrated proficiency and experience with Windows-based programs and data entry. Data entry skills. MS Word and Excel experience preferred.
Ability to handle high call volume.
Behavioral: Effective interpersonal skills: the ability to honor confidentiality and work professionally with participating families.
Ability to work effectively with all clients both internally and externally.
Demonstrated written and oral communications skills.
Ability to learn and perform multiple job functions understanding the workflow of other units within the CCS Department.
Cooperative work, effective Organization skills and Customer Service; collaborative teamwork, accurate work product, strong problem-solving skills, and effective critical thinking.
Demonstrate regular, reliable, and predictable attendance to carry out the essential functions.
Ability to prioritize work effectively, multi-task, adjust to meet multiple demands; follow up with tasks through completion; ensure deadlines are met.
Show ability to have flexibility, maturity of judgment, and ability to work collegially.
Ability to exercise discretion, confidentiality, apply good judgment in making decisions, work independently and take initiatives.
Adherence to confidentiality, including PII, HIPAA and PHI, in accordance with Agency policy and…