JOB DESCRIPTION

POSITION TITLE: Consumer Care Specialist

HOURLY WAGE: $17.00

LOCATION: Springfield, IL. Position will follow a Hybrid Work Modelwhich an employee will be eligible to work from home several days a week (determined by Manager) once fully trained. We are only able to facilitate employment for individuals residing in the following states: Pennsylvania (PA), Illinois (IL), Virginia (VA), Wyoming (WY), Oklahoma (OK), North Carolina (NC), and Ohio (OH).

COMPANY PROFILE: ACES$ Financial Management Services is a division of MyCIL (the Northeast Pennsylvania Center for Independent Living). ACES$ provides payroll management solutions for persons with disabilities and their attendants.

Learn more at https://www.mycil.org/acess-financial-management-services.html

THE ROLE DEFINED: Reporting to the Consumer Care Manager, the Consumer Care Specialist will provide phone assistance to consumers, record all contact in our database, and respond to inquiries related to our services for new and existing clients.

Estimated Percent of Time: 75%

• Receive incoming calls to the Customer Service Phone queue.
• Handle high volume in an efficient and courteous manner.
• Accountable for maintaining 97% or higher call retrieval rate.
• Identify customer needs, provide information and solutions or transfer to appropriate department or agency.
• Report abuse, neglect and/ or fraud immediately to your Supervisor.
• Input consumer case notes into computer database every time contact is made.
• Stay abreast of changes in internal and external databases.
• Complete continuous trainings via webinars or in person.
• Work in a team environment to provide the highest quality service.

Estimated Percent of Time: 20%

• Notify clients of errors on time sheets in accordance to company procedure follow up as needed to ensure errors are rectified.
• Provide daily administrative support for the department.
• Distribute incoming faxes from the fax queue to the appropriate staff/department. Respond to email and voicemail inquires within 24 hours.
• Greet office visitors and provide face-to-face assistance.

Estimated Percent of Time: 5%

• Other administrative duties, as necessary.

DESIRED EXPERIENCE AND SKILLS:

• Minimum high school diploma or General Education Degree (GED).
• Bachelor’s or Associates degree preferred.
• Bilingual in Spanish is a plus.
• Prior experience with disability and/or aging populations a plus.
• Service Coordination experience a plus.
• Customer Service experience is preferred.
• Excellent communication skills both oral and written.
• Superior organizational skills required.

DESIRED PERSONAL ATTRIBUTES:

• Ability to work independently on assigned tasks.
• Positive interpersonal skills required.
• Humility, passion, and emotional intelligence are prerequisites for success

BENEFITS:

• Medical - 90/10 split. MyCIL pays 90% and employee pays 10% towards cost of insurance.
• Dental Insurance - covered 100% by MyCIL for employee only. Affordable family option.
• Vision Insurance - covered 100% by MyCIL for employee only. Affordable family option.
• Flexible Spending (FSA) and Dependent Care Accounts (DCA)
• Short- and Long-Term Disability - covered 100% by MyCIL for employee only.
• Basic Life Insurance - covered 100% by MyCIL for employee only and Voluntary Life Insurance options
• 403 B Retirement Account
• Generous PTO including three days of PTO every Work Anniversary
• 12 Paid Holidays

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Sedentary work: duties require exerting up to 10 lbs. of force occasionally (10-33% of time) and/or a minute amount of force frequently to lift, carry, push, and pull items such as files.
• May involve bending, reaching, stooping, and lifting on occasion.
• Works in a well-lit office area.

The above statements reflect the general duties considered necessary to describe the main functions of the position and shall not be considered as the detailed listing of all the job requirements that may be part of the position.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• Are you willing to undergo a background check, in accordance with local law/regulations?

Ability to Commute:

• Springfield, IL (Required)

Work Location: In person