Client Support Specialist

Purpose:

The position handles customer service requests, reservations/appointments, support of program participants and volunteers within all Food System Programs. Participants or volunteers within these programs contact the Customer Support Specialist to register for services, make requests, make changes to requests and adjust any scheduling for Food Systems. The employee responds to all participant & volunteer inquiries, accurately enters data in various systems, maintains records, and monitors the fulfillment of service requests to help ensure needs are met in a timely and satisfactory manner. This position reports to the Program Manager.

Status: Part time/ Non-Exempt, up to 25 hours/week

Hours: Monday – Friday, 8:30am – 1:30pm, subject to periodic variation and changes.

Compensation: The position pays $17.00 to 20.00 per hour, depending on experience.

Essential Functions:

Duties include, but are not limited to the following:

• Promptly handle incoming and outgoing calls with participants.
• Receive service requests or change orders from participants and record the request, noting any special considerations or details.
• Perform accurate and timely data entry using multiple data management systems.
• Communicate service requests or issues relating to requests to the appropriate Program Supervisor.
• Verify records by reviewing, correcting, deleting, or reentering data.
• Assist the Community Engagement Coordinator with maintaining and updating volunteer records as necessary, and sending reminders to volunteers when updates are needed
• Regularly verify participant eligibility and 3^rd party authorizations for the requested services.
• Monitor service requests to ensure fulfillment in a timely manner.
• Provide callers with program information and respond to questions.
• Assist participants to confirm, update, or modify service requests.
• If unable to meet the scheduled service, notify supervisor and offer alternate resources or dates/times to complete the service to the extent possible.
• May perform other administrative support functions.
• Adhere to agency and contract standards and requirements.
• Facilitate Private Pay clients per agency requirements.
• Assist In facilitating program functions when Program Manager Is offsite.
• Running HDM routes when needed.
• Assist In other Customer support specialist roles as needed.
• Assist with other duties as needed and appropriately assigned.

Qualifications:

• Excellent multitasking abilities required.
• Experience with managing high call volumes.
• Quick typing skills and computer savvy
• Intermediate to advanced Microsoft Office and database program expertise required.
• Knowledge of and sensitivity to the needs of the elderly and disabled.
• Passionate about delivering quality service and making a difference in the customer experience.
• Must be courteous with strong customer service orientation.
• Effective skills in the logistics of organizing and scheduling.
• Bilingual English/Spanish desired

Education/Experience:

• Two years related and responsible work history indicating dependability, initiative, flexibility and ability to follow directions.
• 1 year experience working in a contact center/call center environment.
• Possess a high school diploma or GED equivalent.

License and Certification:

• Possess Arizona Driver’s License and a vehicle to use in performance of job if needed.
• Eligible for DPS Level One Fingerprint clearance card, Adult Protective Services and Central Registry Clearance upon hiring.

Salary : $17 - $20