Job Title: Bilingual Customer Relations Specialist (BCRS)

Department: Program

Reports to: Enrollment Manager

FLSA Status: Full-Time, 40 hours, Non-Exempt

Location: In Office 32 hours per week, Remote 8 per week (Fridays)

Pay: $20/hour

How to Apply: Please submit a resume to hiring@bbbsmadison.org.

Hours: Monday to Thursday 8:00 AM to 4:00 PM. Friday either 8:00 to 12 PM or 8:00 AM to 4:00 PM depending upon child interview/ match meeting (4 hours floating).

MISSION

The Big Brothers Big Sisters of Dane County (BBBSDC) mission is to create and support 1-to-1 mentoring relationships that ignite the power and promise of youth.

JOB SUMMARY

Our shared vision at Big Brothers Big Sisters is defending the potential of every young person. The Bilingual Customer Relations Specialist is a critically important role and is the first person people encounter when signing up to be a Big or Little. We’re looking for an experienced professional who will provide the highest level of customer service for our families and volunteers while upholding the values and integrity stated within the organization’s Standards of Practice. The BCRS role will entail but is not limited to efficiently and professionally responding to volunteer and family inquiries over email, phone, or via video call, assisting in scheduling interviews and training, conducting child interviews or match introduction meetings depending on the need, and helping with office management. They will begin the youth and volunteer enrollment processes promptly and ensure a smooth transition to our Enrollment Specialists. The position requires occasional evenings.

JOB RESPONSIBILITIES

• Ensure that the customer’s (volunteer, child, and family) experience is marked by an atmosphere of engagement and motivation and that all customers receive an engaging, positive and personalized response promoting Big Brothers Big Sisters.
• Conduct in-person parent/child interviews or match meetings in evenings once per week. Assess and refer families for alternative or additional services as needed.
• Assist in effectively moving the volunteer from the point of first contact to active enrollment
• Respond to all volunteer and family calls requesting information.
• Conduct parent/child reassessments and updates as indicated.
• Process all volunteer, child, and family inquiries, including any pre-screen interviews
• Conduct criminal background checks and references for volunteers. Immediately bring to the attention of the Enrollment Manager any concerns surfacing during the reference checking, which may influence the volunteer enrollment process.
• Manage the reception email and calendar.
• Schedule and reserve meeting rooms for interviews, staff meetings, etc.
• Ensure the reception, waiting, and kitchen areas are well maintained.
• Provide light office support by anticipating and responding to needs within the office (copier, paper, coffee, internal agency meetings, etc.).
• Contact vendors when issues arise with office operations.
• Record maintenance and management.
• Participate in achieving team and agency goals.
• Other duties as assigned by the supervisor.

JOB QUALIFICATIONS

• Must be fluent in Spanish and English
• Bachelor’s Degree from an accredited college or university, in an appropriate field
• OR Associates degree or two years of higher education from an accredited college or university in an related field
• OR four years of relevant work experience in related fields such as counseling, social work, social services, child development or other related fields.

DESIRED CHARACTERISTICS

• Ability to effectively promote the agency’s mission and vision, both internally and externally.
• Ability to work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported.
• Excellent oral and written communication skills reflecting solid customer service both in-person, by email, and via the telephone.
• Knowledge of working with Google Drive, Microsoft Word, and Excel required; ability to quickly learn and accurately use other technology platforms including Salesforce, Dialpad, FormAssembly
• Excellent attention to detail and time management skills.

BENEFITS

Includes 95% health, 100% dental, life, disability, vision, PTO and Holidays, mobile phone reimbursement, free parking and 401k matching.

WORK ENVIRONMENT:

The environmental conditions described are representative of those that an employee must meet to perform the functions of the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Routine office environment.
• Occasional independent travel.
• Physical demands: While performing duties of the job, the employee is required to stand; walk; sit; reach with hands and arms; talk, and hear. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment: The noise level in the work environment is usually moderate.

Equal Employment Opportunity

BBBSDC provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.

Americans with Disabilities Act

Applicants, as well as employees who are or become disabled, must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Job Descriptions may be subject to change to meet the needs of the organization.

Your employment with BBBSDC is “at will,” meaning that either you or BBBSDC may end your employment at any time and with or without cause.

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Ability to Commute:

• Madison, WI 53704 (Required)

Ability to Relocate:

• Madison, WI 53704: Relocate before starting work (Required)

Work Location: Hybrid remote in Madison, WI 53704