CLIENT SUPPORT SPECIALIST

General Role and Function:

Responsible for managing, maintaining, and updating all client files processed in Client Services department. Handle incoming calls from clients and applicants and enter all data for client files. Works closely with individual client coordinators to maintain a smooth flow of work throughout the department. Works with Distribution and Community Engagement teams to solve any issues that arise with clients, drivers, and routes.  

Key Tasks and Responsibilities:

• Data entry of new client information into the in-house database, verify client eligibility according to agency funding requirements by ensuring that all client file discrepancies are corrected.
• Answer incoming calls from clients and applicants and aid with program service questions, problems, and eligibility. If unable to answer a question, then escalate to management and/or department.
• Report and record client complaints according to organization and program services policies.
• Review driver route sheets at the end of daily delivery and record not-at-home in database system archive. Data entry into database and excel spreadsheets (long holds, not-at-homes, cancellation, etc.).
• Process next day route sheets.
• Assist with the holiday meal delivery logistics and data entry.
• Manage client cancellations and corresponding documentation.
• Maintain file documents in client folders and participate in the end of year clean up.
• Assist with meal delivery when needed.  
• Other duties as assigned by management.  

Qualifications and Education Requirements:

• High school diploma or equivalent combination of education and experience.
• Bilingual (English/Spanish) preferred but not required.
• Excellent interpersonal, written, and verbal communication skills.
• Excellent office administration skills with an advanced knowledge of Microsoft Office programs.
• Good time management and map reading skills.
• Ability to deal with sensitive and confidential information discreetly in a professional manner.
• Intermediate knowledge of office equipment including phone, computer, fax, copier and scanner.
• Must have reliable, personal vehicle and a valid Driver’s License, good driving record, and applicable insurance coverage required by the company policy.
• Team player with the ability to work independently.
• Commitment to our mission of serving our seniors, each other, and our community to promote the dignity and independence of our clients and their needs.

Physical requirements:

• Have mobility to work in a standard office setting and to use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
• Able to work at a desk and computer screen for extended periods of time; anticipated that the person may spend several hours each day sitting at a computer.
• Ability to work in a highly stressful environment dealing with a wide variety of challenges, deadlines, and diverse employee population.
• Able to occasionally lift up-to fifteen (15) pounds to move office supplies or other equipment.

Salary : $18