Reports to: Office Supervisor
Job Overview:
The Customer Service Specialist will interact with the company?s clients, staff members, community members, etc. by addressing inquiries and resolving complaints. This position will also act as The Center?s Safety, Accessibility, Risk (SAR) Officer by chairing the SAR Committee. This position will also welcome each person entering The Center by facilitating our new staff member orientation and our new client orientation.
Duties and Responsibilities:
? Adhere to The Center Star Standards (Service, Team, Attitude, Reliability)
? Treat all staff members and clients with dignity and respect.
? Foster relationships with internal and external individuals
? Projects a good role model in dress, manner, and speech, keeping confidentialities in dealing with customers, clients, and staff members.
? Lead the SAR Committee.
? Facilitate new staff member orientation.
? Facilitate new client orientation.
? Assist with updating all new staff/client orientation forms.
? Develop, implement, and improve the health and safety plans, programs, and procedures in the workplace. Ensuring compliance with relevant health and safety regulations.
? Identify training needs in the workforce.
? Conduct Safety, Risk, and Accessibility plans at least annually or as needed.
? Responsible for SAR Outcomes.
? Assess any SAR concerns through new staff/client orientations.
? Facilitate exit interviews for all staff members and track patterns to report.
? Assist with terminating staff members, re: obtaining all outstanding documents, equipment, etc.
? Facilitate SAR Audits
? Monitor all safety related needs for all locations: first aid kits, fire extinguishers, exit lights, etc.
? Facilitate and/or gather emergency drills for all sites quarterly.
? Follow up calls on all clients exiting The Center programming at 6months and one year.
? Responsible for staff training and/ or job shadowing.
? Maintain customer service hotline.
? Provide services when necessary.
? Assist Program Managers with any SILs? programming needs.
? Assist with enrolling staff members into offsite trainings.
? Track and monitoring training needs for all staff members.
? Perform other related duties as assigned.