Customer Support Lead

The YWCA El Paso del Norte Region is the largest and most comprehensive YWCA in the United States. We are dedicated to eliminating racism, empowering women, and promoting peace, justice, freedom, and dignity for all.

Become part of our amazing team—exciting opportunities are waiting for you! Join us in making a difference while growing your career with purpose and passion.

Employment Benefits Include:

• Free membership to any of our YWCA locations 
• Indoor heated pools open year-round for water aerobics
• Two locations offering lap swimming (East and Central)
• Access to weight rooms and cardio equipment at all locations
• Fitness classes including Yoga, Pilates, Aquacise, and Zumba

Join a team committed to strengthening our community while supporting your personal and professional growth.

JOB SUMMARY:

Under direct supervision, assists the Customer Support Manager in managing the functions of and in overseeing the successful operation of parent services, including clerical support. The position supports respectful, responsive, and accountable service delivery through coordination of the support team, eligibility, client cases, compliance, and resolution of service challenges. This position is grant funded. Continuation of position is contingent upon the availability of grant funds.

• Regular attendance at Employer's place of business and/or during particular hours, as assigned, is an essential function of this position. Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
• Assists Customer Support Manager in reaching departmental goals and maintaining key performance measures.
• Provide guidance, coaching, and technical assistance to the support team on complex cases, documentation, customer service concerns, and policy interpretation.
• Assures high-quality customer service to parents and providers. Resolve customer service issues. If necessary, seek assistance of Customer Support Manager or Administrators.
• Assists in the maintenance required computer systems, databases, and software applications to enter, retrieve, update, track, and maintain program information in accordance with established procedures
• Reviews and monitors scheduling for Support staff. Adjusts staff schedule as necessary.
• Reviews and monitors completion of tasks in CCS Dynamics.
• Monitors staff to ensure timely completion of workload and corrections of case files.
• Assures confidentiality and security for all electronic and paper records within Support Center
• Acts on behalf of Customer Support Manager in his/her absence.
• Answers eligibility questions or other policy-related questions raised by Support Center staff.
• Performs duties of a Support Specialist during absence, vacancy or special workload periods.
• Maintains an alternating work schedule that assures full management coverage during all operational hours of Support Center
• Reports, tracks, and coordinates unit automation problems with the CCS Database Manager.
• May prepare and analyze reports on a weekly, bi-weekly, or monthly basis.
• Assists with monitoring referrals coordinated between various programs at Workforce Solution Borderplex, including for Initial Job Search.

JOB QUALIFICATIONS:

• Associate degree in human services or related field required.
• Five (5) years of previous experience in Child Care Services Eligibility department may be substituted for the above educational requirement.
• Two (2) years of progressively responsible experience in the human services field required; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
• Prior related supervisory or lead experience preferred.
• Excellent verbal and written communication skills, with the ability to explain procedures, rules, and regulations.
• Excellent interpersonal skills required, with ability to interact at all levels.
• Bilingual capabilities in English/Spanish preferred.
• Ability to employ tact and diplomacy along with comprehensive subject matter expertise in working with parents, staff and representatives of other agencies.
• Must be well organized and be able to handle multiple priorities.
• Must be able to work under pressure with constant interruptions.
• Must have initiative and work independently and autonomously when required.
• Must be able to make sound judgments, have excellent decision-making skills, and possess strong conflict resolution skills.
• Must be able to operate a personal computer and have basic knowledge and skills in MS Office software.
• Must have access to vehicle and possess valid driver’s license and sufficient liability insurance.

Anticipated Benefits:
YWCA Membership and Program Discounts
Basic Life Insurance and Retirement
Medical, Dental and Vision