What are the responsibilities and job description for the Emergency Assistance Specialist position at Forward Service?
Emergency Assistance Specialist – Make an Impact with Every Call!
Join our team as an Emergency Assistance Specialist, where you’ll provide exceptional customer service to clients across multiple counties. This position involves conducting video-based appointments, ensuring compliance with DCF policies, and making timely eligibility decisions. You’ll thrive in a fast-paced environment, handling high-volume calls, scheduling appointments, and helping customers navigate critical support services.
Key Responsibilities:
- Customer Service Excellence: Deliver compassionate, professional assistance via video teleconferencing to Emergency Assistance customers.
- High-Volume Operations: Manage incoming calls, schedule appointments, and ensure timely decision-making for approvals/denials.
- Case Management: Input accurate case details into the Emergency Assistance Tracking System (EATS), monitor reports, and maintain organized documentation.
- Collaboration & Community Resources: Connect clients with relevant community resources and provide continuous support.
- Performance & Compliance: Meet deadlines, monitor performance, and stay current with Emergency Assistance policies.
Required Skills & Experience:
- Education: Associate’s degree and 2 years of related experience or equivalent education/experience.
- Tech-Savvy: Proficiency in MS Office Suite (Outlook, Word, Excel), and video conferencing tools.
- Customer-Focused: Excellent communication, problem-solving, and organizational skills.
- Adaptability: Ability to thrive in a dynamic, high-pressure environment while maintaining a positive attitude.
What You’ll Bring:
- Deep knowledge of Emergency Assistance policies
- A commitment to providing outstanding customer service
- Strong attention to detail and ability to meet performance goals
Why This Role?
- Work in a supportive, fast-paced environment
- Make a real difference in the lives of those in need
- Growth opportunities within a leading organization
If you're ready to help people and meet new challenges head-on, apply today!
