Customer Service Specialist

Buffalo Description This position is responsible for providing a welcoming first impression of Person Centered Services and ensuring that all inbound calls and web inquiries are answered with a high degree of professionalism. The Customer Service Specialist will determine the nature of each inquiry, ensure appropriate follow through and maintain a record of all inquiries. This role will interface with several key stakeholders, including individuals and families, advocates and guardians, I/DD provider agencies, OPWDD & DOH representatives, and all others who contact Person Centered Services for information. The Customer Service Specialist will be knowledgeable about the services offered and possess an understanding of who to contact in any circumstance. The Customer Service Specialist must possess effective verbal and written communication skills.

Position Responsibilities:

Answer incoming calls, emails and other contacts using proper etiquette, grammar and diction.

Triage all inquiries to understand the best way to answer or direct for further assistance.

Ensure a warm hand-off any time a call or email needs to be forwarded to another area for assistance.

Develop and maintain a tracking system to capture all inquiries and resolutions.

Identify and explain the services that we offer to potential clients

Ensure consistent and thorough client communication and messaging is delivered

Collaborate with community partners, including physicians and service providers as necessary.

Developing and maintaining a tracking spreadsheet for all community and partner contact for appropriate triage and resolution

Ensure consistent and thorough client communication and messaging is delivered

Maintain database of key stakeholder contact information

Refer people seeking care coordination services to Intake Department

Manage information using an Electronic Health record platform

Prepare and maintain spreadsheets

Provide administrative support to include general correspondence, gathering data, preparing reports as needed or requested by leadership.

Track and report monthly complaints and concerns

Track, analyze, and manage customer satisfaction

Sort and disseminate company mail

Assist in managing user access

Other duties as necessary or assigned

Requirements Knowledge, Skills, and Abilities:

* Ability to work autonomously with minimal supervision

* Strong organizational skills

* Excellent communication skills, including interpersonal and phone skills

* Excellent writing and word processing skills

* Advanced proficiency with Microsoft Office suite, especially Word and Excel

* Ability to keep sensitive and privileged information confidential

* Demonstrates cultural competence

* Demonstrates ethical and professional responsibilities and boundaries

* Ability to prioritize and manage multiple projects simultaneously

* Proactively approaches professional responsibilities

* Completes work in a timely manner

Education and Experience:

* Bachelors Degree Preferred

* Associates Degree *required*

* 1 year of clerical experience within the last 3 years *required*

* Basic knowledge of OPWDD or DOH preferred

*We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.*