Client Services Specialist

Client Services Specialist- Job Description

Agency Overview

Meals on Wheels operates in virtually every community in America through our network of more than 5,000 independently run local programs. While the diversity of each program's services and operations may vary based on the needs and resources of their communities, they are all committed to supporting their senior neighbors to live healthier and more nourished lives in their own home.

MOWFC provides over 76,000 meals to more than 530 home bound clients.

Volunteer Presence

Since our inception, volunteers have been an integral part of the program.  Each day volunteers deliver meals and smiles to our clients.  Volunteers should be considered a part of the Meals on Wheels team, representing the agency while they are out in the community.  They require attention, training, oversight, and in some cases, corrective action.  Volunteers should be treated with as much respect and consideration shown to coworkers and clients, so be sure to thank them regularly.

The Client Services Team focuses on the onboarding and ongoing needs of our clients. This is a 25 hour per week, hourly position that will report directly to the Director of Programs & Operations. In the absence of the Program & Operations Director, they will report directly to the Executive Director. The staff at MOWFC work in the office Monday-Friday, except for certain holidays; New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day. Must have occasional weekend availability.

Specific Duties and Responsibilities

• Phones and email- As a member of the client services team you will answer all incoming calls & respond to client-related calls and emails. Focuses will be discussed in training.
• Answer phones- make sure all calls are logged on to the message board and returned in order of importance. Follow message board protocols.
• Reply to client-related inquiries and respond in a timely manner.  Please reply all when corresponding to further ensure no queries are overlooked.
• Enter all corresponding actions into database.

2. Processing new client applications

• Contact new clients to explain our services and answer questions. This should be completed within 48 hours (2 business days) of receipt of applications.
• Complete onboarding call to verify client information and set start date.
• Enter new client into the database, and then scan application & save to appropriate SharePoint folder. Put in folder for finance manager & shred original applications when she returns it.
• Consult with direct supervisor in some instances when sliding scale qualifications are not clear-cut, or when there are extenuating circumstances.  Place clients on sliding scale fee based on agency guidelines, as necessary.

3. Additional Client-based Duties

• Keep the client resource guide up to date.
• Maintain the client application- hard copy and on website.
• Be able to provide client statistics by pulling reports from database.
• Use the language access system to serve clients that do not speak English.
• Will monitor the language access service and report any complaints or comments on the system and will report on the usage of the service.
• Send notices to clients in the event of closure.

4. Routing and operations

• Be able to perform morning routing which includes organizing routes, preparing route sheets, notes, & other items needed for clients and/or for volunteers. This will be a shared responsibility amongst staff members.
• Be able to perform daily meal count & related tasks.
• Be able to be a backup as the Meals on Wheels presence at Poudre Valley Hospital as needed, where you will interact with kitchen staff, PVH leaders, and volunteers.
• Assist in billing preparation. This includes keeping supplies stocked as well as preparing inserts to be included, stuffing envelopes and mailing statements.

5. Other

• Collaborate on client service-based projects including, but not limited to helping source decorated cards & donation projects for clients. Working with the Program Manager to coordinate blizzard bags, and Christmas gifts, etc.
• Fill in where needed- delivering meals, check-in, core team.
• Other duties as assigned within reason.

Must be comfortable working at a desk for most of the day in a fast-paced, detailed oriented environment. This is not meant to be an all-inclusive list of duties. We run a small office, and sometimes it will be necessary to assist with duties normally covered by your colleagues.

After 90 days, this position is expected to perform all daily operations.

Qualifications & Skills:

• Associates' Degree
• Able to pass criminal & motor vehicle background checks
• Customer Service experience- minimum of 2 years
• Experience working with older adults or vulnerable populations- minimum 1 year
• Compassionate and knowledgeable in working with volunteers and older adults
• Software skills- MS Office 365, database management software (we use ServTracker CXM)
• Experience working in Constant Contact & Canva a plus
• Able to work outside in inclement weather & walk 100-200 yards carrying 20 lbs. of weight multiple times
• Reliable transportation of your own
• Familiar with Fort Collins and surrounding areas
• Comfortable communicating in one on one as well as group settings with all types of people in person, on the phone, and via email
• Demonstrate customer service while maintaining MOWFC protocols and best practices
• Fast paced work environment: flexible & able to manage ongoing changes while remaining calm
• Experience in any of the following is a plus: written communications, social work, social media

Anti-discrimination Policy

Meals on Wheels for Fort Collins does not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include hiring and firing staff, selecting volunteers and vendors, and providing services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients.

Meals on Wheels for Fort Collins is an equal opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity or gender expression.

Job Type: Part-time

Pay: $19.00 - $21.00 per hour

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $19 - $21