Support Staff II- Customer Service Specialist

Position: Support Staff II-Customer Service Specialist

Status: Part-Time; Non-Exempt (1p-7p)

Reports to: Operations Manager

Our Mission: To provide expert, comprehensive services that strengthen children, adults and families impacted by abuse and neglect, autism, developmental, behavioral and physical health challenges so they can achieve whole health, well-being and maximum potential.

Job Summary:

The primary responsibility of the SSII-Customer Service Specialist is to interact with the agencies staff, clients, visitors and vendors to address inquiries, manage the lobby flow, and resolve daily customer service issues. Generally providing a higher level of customer support for program efficiency.

Primary Duties and Responsibilities

The Customer Service Specialist will:

• Greets clients, visitors, and guest; determines the purpose of each person’s visit and directs or escorts him/her to the appropriate location.

• Operate multi-phone line system.

• Answers, screens, and directs phone calls to staff and takes messages when needed.

• Maintaining and logging utilization of petty cash.

• Ordering supplies.

• Managing and provide oversight to the lobby.

• Insurance verifications and authorizations.

• Performs other duties as assigned.

Education and Qualifications

• High School diploma or GED required; some college or business courses preferred.

• Valid Michigan Driver’s license, appropriate insurance and use of own vehicle.

• Excellent interpersonal, written/verbal, and customer service skills.

• Expert Multi-line phone operator experience.

• Basic understanding of administrative and clerical procedures and systems.

• Previous experience working with children and individuals with behavioral health needs helpful.

• Criminal background checks and clearances as required by licensing, agency, or other governmental and accreditation requirements.

• Ability to provide culturally competent services that shows sensitivity to the service population’s cultural and socioeconomic characteristics.

Working Conditions

• General office setting at reception area workstation. Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at a time.

• Some non-traditional hours such as evenings, or weekends may be required.

• Travel may be required.

Core Competencies:

• Customer Service – regularly respond to customers in a courteous and timely manner with focus on providing quality services.

• Job Knowledge – demonstrate mastery of basic principles, techniques, and skills related to job, consistently applying technical and procedural competence.

• Professionalism – consistently present a positive image of self and the agency, operating with integrity and credibility.

• Planning & Organization of Work – reliably demonstrate time management skills through advance planning in order to deliver high quality work product within deadlines.

• Relationship / Leadership – exhibit ability to develop cooperative relationships based on mutual respect and trust, treating others fairly, consistently listening, openly and actively encouraging others to express candid and differing views.

• Judgement & Problem Solving – show ability to review facts and information using sound judgment to arrive at the most effective solution and when appropriate seek supervisory assistance.

• Quality & Accuracy – consistently present work product that is thorough, accurate, and effective in accomplishing intended purpose of assignments.

• Initiative & Independence – demonstrate ability to effectively complete work tasks with minimal direction from supervisor and take initiative to increase effectiveness of work and that of the department.

• Reliability / Dependability – exhibit consistency in performance and reliably follows through on tasks and assigned responsibilities.

• Temperament – maintain emotional control, a positive perspective, and effectively respond to stress on the job.

This description is intended to describe the type and level of work being performed by a person assigned to this job. It is not an exhaustive list of all duties and responsibilities of a person so classified. The employee is expected to adhere to all company policies and perform other duties as assigned for the good of the consumers, the program, the department and the agency.