Customer Care Coordinator

JOB SUMMARY

The primary responsibility of the Customer Care Coordinator is to support the mission and vision of Mattie Rhodes Center. The Customer Care Coordinator serves as the voice and face of MRC. As the first point of contact for participants and other members of the community, this position has an opportunity to establish a positive impression by welcoming and assisting visitors. The responsibilities of this position are multidimensional and include participant and customer contact, distributing and obtaining participant information, being detailed oriented and handling cash transactions. The nature of the work requires that the incumbent be perceived as a professional by conducting positive, friendly service-oriented interactions with all participants, vendors, staff and community visitors. This position requires teamwork. The ability to multi-task and to communicate effectively with a diverse group of individuals from various backgrounds. This position is a nonexempt position and requires the employee to maintain a set prearranged schedule.

FRONT DESK

• Arrive prior to 9am to open office and ensure clients are assisted when doors open. Work hours are M-F 9:00am-5:00pm.
• Checks phone messages upon arrival and handles appropriately
• Answers all lines efficiently with a friendly professional voice
• Greets visitors in a welcoming manner
• Refers callers and visitors to the appropriate individual
• Keeps an updated list of all staff phone extensions and staff directory
• Collect data on participant encounters and satisfaction surveys
• Create, implement and maintain contact resources (housing, emergency assistance) on behalf of participants
• Develop a weekly spreadsheet categorizing in-coming calls and graphing them and support staff with presentations.
• Write a weekly summary of interactions with clients used for fundraising and modifying our outreach, education and service delivery.
• Create and maintain a social service resource guide for use with participants, making it available to front office staff.
• Managing the communication to the participants utilizing the TV monitor vs. hanging multiple fliers.
• Help schedule appointments with Contract therapists/psychiatrist.
• Assist the Quality Assurance staff with collecting, gathering and calculating Billing.
• Maintain current programming/event information agency wide and understand the services offered and of the programs providing those services.
• Maintain hard copy forms utilized often by staff in accessible area
• Assist in maintaining a clean working environment in the front office/copy room to include the lobby; adhering to COVID-19 safety precautions.

INTERPERSONAL RELATIONS

• Offers or obtains basic information and/or provides assistance to staff and visitors
• Assist clients with initial paperwork
• Become familiar with Electronic Health software, to open and enter electronic health file information.
• Distributes and gathers client information as it applies to HIPAA and various funding regulations
• Collects client payments for services
• Collaborates, communicates with agency programs and keeps updated information of program updates regarding existing and new services.
• Assist with Happy Bottoms

SUPPLEMENTARY TASKS

• Prepare packets and create flyers and other materials as needed for staff /client functions.
• Maintain at all times copies of information for distribution to the community.
• Maintains front office and lobby appearance during the day, as needed.
• Assists with mail preparation and other projects, as needed.

MINIUM REQUIREMENTS

• Minimum High School Diploma
• Demonstrated fluency in English and Spanish
• Excellent written and verbal communication skills in English and Spanish
• Computer proficiency (Microsoft Word, Excel, Windows and PowerPoint)
• Dependability
• Must be able to perform multiple tasks simultaneously
• A desire to be helpful and make visitors feel welcome

PREFERRED QUALIFICATIONS

• Spanish Translation and interpretation experience
• Previous experience in a not-for-profit organization
• Previous office experience
• Ability to work independently with minimal supervision
• Outstanding organizational skills
• Detail oriented

Job Type: Full-time

Pay: $35,000.00 - $41,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Education:

• High school or equivalent (Preferred)

Language:

• Spanish (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $35,000 - $41,000