Client Services Support Specialist - Farm and Food Worker Relief Program (FFWR)- Limited Term Employment

****** Please note this is a LIMITED TERM EMPLOYMENT until 5-31-25! ******

Must be available to work the following hours:

• Monday through Friday 3:00pm to 7:00pm
• Saturday 8:00am to 5:00pm

Client Services Support Specialist Job Compensation:

• $17.00 to $18.64 Per Hour (Depending on Experience).

Client Services Support Specialist Job Responsibilities:

• Respond promptly and professionally to incoming Beneficiary’s inquiries in person, by telephone, or by email.
• Check voicemail inboxes and return calls in a timely manner.
• Identify customer questions, concerns, and overall needs and provide accurate answers and solutions to the Beneficiary’s queries.
• In response to Beneficiary and sub-recipient questions, explain concisely, check for beneficiary understanding and acceptance, and offer data entry assistance and document uploads, as necessary.
• Follow up with callers on complaint and/or question resolution status and address customer complaints compassionately and patiently.
• Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
• Redirect customers to appropriate FFWR teams and/or departments, including sub-recipients.
• Develop professional relationships with Subrecipients through excellent customer service.
• Collaborate with the FFWR team, sub-recipients, and other company departments to ensure overall customer and service satisfaction.
• Provide software application support under the supervision of the Program Director and the lead MyCAP contact.
• Handle support cases, including the replication of software bugs.
• Assist Beneficiaries and sub-recipients with MyCAP data entry questions and provide guidance on the data upload process.
• Identify root causes of MyCAP data issues and contribute to troubleshooting support issues.
• Maintain updated knowledge of the FFWR program and MyCAP changes, including customer service policies.
• Attend meetings, seminars, and workshops, and perform other duties as assigned.

Client Services Support Specialist Job Qualifications:

• Two years of post-secondary education in computer sciences, general studies science, human services, or a related field. Associate degree preferred.
• At least two years of customer support/service experience (one year of additional experience may be substituted with one year of education for up to 2 years).
• Bilingual in Spanish and English (oral and written)
• Proficient computer skills (Microsoft Office Suite/Office 365).
• Good oral and written communication skills
• Ability to work irregular and/or flexible hours. Work hours will vary from 1st and 2nd shift and occasional weekends.

Additional Eligibility Requirements:

Employment with UMOS is contingent upon the successful completion of a criminal background check prior to employment.

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Experience

• 2 year(s): Two years of post-secondary education in computer sciences, general studies science, human services, or a related field. Associate degree preferred. At least two years of customer support/service experience (one year of additional experience may be substituted with one year of education for up to 2 years).

Education

• Associates or better

Skills

• Organizational skills
• Data Entry
• Bilingual
• Customer Service Skills
• Communication

Behaviors

• Team Player: Works well as a member of a group

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)