Client Experience Specialist
Apply Here Job Description :
The Client Experience Specialist greets and welcomes clients, answer questions, maintains resource center inventory, troubleshoots equipment, triage client concerns, answers calls and emails, and refers to the appropriate staff for resolution. The specialist will act as the host to all clients/guests who arrive and ensure their overall experience in the resource center is positive. The Specialist will promote inclusion and cohesiveness while working with clients during the duration of their appointment/visit.
SUPERVISION:
Received: Works under the direct Supervision of the Executive Assistant
Exercised: NONE
RATE: $22.69-$25.43 (Experience will be considered)
JOB RESPONSIBILITIES:
- Welcome and greet all visitors to the resource center.
- Maintain a positive, empathetic, and professional attitude toward clients and staff.
- Help clients access their schedule appointments.
- Ensure all client accessible equipment (copiers, computers, printers, phones etc.) are working and clean.
- Maintain adequate inventory for all client accessible items.
- Maintain watch of the resource welcome center and intake rooms.
- Schedule appointments for client consultation.
- Conduct inbound/ outbound calls as necessary.
- Respond promptly to client inquiries.
- Review records of client information, history, and any related comments as necessary.
- Review incoming partner referrals, emails, voicemails and other information requests and make appropriate program referrals.
- Interface, communicate and coordinate with staff and clients regarding requirements related to Whole Family Approach process and documentation.
- Ensure client satisfaction and provide professional client support and program specific information when necessary.
- Serve as a helping, full – service representative of SNHS ensuring client interaction with SNHS is successful.
- Have a professional and enthusiastic phone manner, demonstrating superior customer service skills.
- Will maintain professional boundaries with all current, past, and prospective clients, and maintain the confidentiality of clients and staff, in accordance with SNHS policy and procedure.
- Abide by all SNHS Safety policies and procedures.
- Present professional and positive image as a representative of SNHS.
- Responsible for having adequate knowledge of all SNHS programs and will gather sufficient intake information to make referrals to other SNHS programs which are beneficial to the client and his/her family.
- Perform other related duties as required.
REQUIRED SKILLS AND ABILITIES:
- Highly developed skills in customer service and office administration.
- Proficiency in MS Office (MS Excel, MS PowerPoint, MS Word, MS Teams & Excel).
- Excellent time management skills and the ability to prioritize work.
- Attention to detail and problem-solving skills.
- Knowledge of and on- going participation in Whole Family training.
- Experience with database tracking and office systems and equipment.
- Strong interpersonal, and conflict resolution skills to work with internal and external customers.
- Strong organizational skills and attention to details, and ability to multitask.
- Understanding of general and specific aspects of SNHS programs and services.
- Ability work with scheduling software and perform data analysis.
- Ability to work in a team environment and provide responsive customer service to staff and clients in a fast-paced environment.
- Excellent verbal and written communication skills.
- Highly organized and efficient.
- Must possess a valid driver’s license and be able to travel when needed.
EDUCATION AND/OR EXPERIENCE:
- Experience working with low-income families in a case management setting.
- Knowledge of social service system.
- Customer Service experience or training is beneficial.
