Client Services Specialist

The Client Service Specialist (CSS) is the face of the agency which provides services to individuals and families experiencing crisis or barriers to self-reliance. This position is responsible for serving as the first point of contact for clients and requires direct communication with clients to help determine their needs. CSS must be committed to the mission, vision, and services of the agency. The CSS will be responsible for providing superior client service to clients and staff and will represent the agency with their leadership skills, willingness to help others, and strong communication skills.

The CSS must have the following key aspects for excellent customer service:

· Proactive: Instead of waiting for customers to reach out to you, it can be helpful to offer help or recommendations before they ask.

· Personalized: Providing great customer service means knowing who your customers are and what they want. To find out client’s needs, you can ask questions to gather valuable insight.

· Convenient: Provide clients with several options for getting the service they need so they can reach out in their preferred channel of communication. You can work with customers in person, over the phone or online through email.

· Competent: It is important for you to be very knowledgeable about the agency and the services we provide so you can appropriately help your clients as issues arise.

· Attendance: You are committing your time to our clients and staff, and it is crucial that you maintain regular attendance and punctuality.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

· Provide receptionist responsibilities to include multi-line phone system, clerical support for all the agency’s departments, distribute mail, and verbal and written Spanish translation as requested.

· Have knowledge of all agency programs.

· Attend all staff meetings.

· Schedule and coordinate appointments for agency programs as directed.

· Verify client information in our internal database

· Organize resources including internal information and brochures for the public

· Assisting clients with data entry at the agency’s kiosk

Knowledge, Skills, and Abilities

· Ability to multi-task

· Ability to work on a team

· Ability to type 50 wpm

· Ability to work with people from diverse backgrounds; strong interpersonal communication skills

· Ability to work in a fast-paced environment

· Willingness & ability to travel on agency business

· Active listener with strong data entry skills

· Demonstrated understanding of low-income culture

· Strong computer skills

· Working knowledge of office equipment (postage machine, copier, printer, scanner, and fax machine)

· Adaptability

· Attention to Detail

· Collaboration

· Conflict Resolution

· Creativity

· Emotional Intelligence

· Clear Communication Skills

· Problem-Solving Skills

· Patience

· Initiative

· Integrity

· Professionalism

· Decision-making

· Creative problem-solving

· Persuasion

· Understanding body language

· Time Management

· Organization

· Prioritization

· Goal-setting

· Communication

· Planning

· Delegation

· Stress management

· Problem-solving

· Note-taking

Minimum Qualifications:

Education: Associates degree in a field directly related to client service, case management, business. Highschool Diploma/GED accepted.

· Bilingual (English/Spanish) required

· Valid Washington Auto Insurance coverage

· Valid Washington State driver’s license with acceptable driving record

Experience:

· Three – five years of experience in the client services field

· Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Physical Demands:

Sitting: Administrative staff typically spend a significant amount of time sitting at a desk or workstation to perform their duties.

Computer Use: Regular use of computer systems and office equipment is common, requiring proficiency in typing, data entry, and use of software applications.

Phone Communication: Handling phone calls and possibly prolonged periods of talking on the phone.

Filing and Organization: Occasionally involves lifting or carrying files or boxes of documents, though typically not heavy lifting.

Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Office Setting: Administrative staff usually work indoors in a climate-controlled office environment.

Noise Levels: The office environment can vary in noise levels, ranging from quiet work areas to more active and interactive settings.

Collaboration: Interaction with colleagues, supervisors, and clients or visitors is typical, requiring good interpersonal and communication skills.

Work Hours: Generally, follow standard office hours, though occasional overtime or flexibility may be required depending on the organization's needs.

Additional Considerations:

Ergonomics: Awareness of ergonomic practices for desk setup and posture to minimize strain or injury.

Multitasking: Ability to manage multiple tasks and priorities efficiently in a fast-paced environment.

Confidentiality: Often required to handle sensitive information and maintain confidentiality.

Professionalism: Maintaining a professional demeanor and appearance is usually expected.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

OCCAC Values

Integrity

• We treat the community members we serve with humanity, compassion, and excellent customer service no matter the circumstances they are facing.

• We do what we say we will do. Promises made, promises kept.

• We actively cultivate an environment of trust and honesty.

• We are dependable, knowledgeable, and honest in our daily work.

Accountability

• We do our work with high quality and transparency.

• We are flexible and adaptable to meeting community needs.

• We actively listen and are open to feedback and improvement.

• We take responsibility for our mistakes and learn from them.

Advocacy

• We ensure that the people and communities most affected by poverty are visibly leading our work.

• Our diverse community is represented in our staff and the services we provide.

• We help navigate and fight against bureaucracy and systems that are inequitable and keep people in poverty.

Community

• We pitch in when there is a need for our community, clients, and coworkers, to support their success.

• We actively listen to our community members, so they feel heard and have a voice.

• We have empathy for people in need and help them catch a break. Everyone deserves a chance.

• We work closely with partner organizations to strengthen our impact.

• We welcome energetic conversations across diverse perspectives and challenge each other respectfully by focusing on the idea and not the person.

• We uplift each other and make each other laugh

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

The Agency is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $20 - $25