Customer Service Specialist (FRC - SB)

Expected Hourly Pay Rate:

$20.00 Work where your work matters. Work at CCRC.

CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing!

General Summary: Under general supervision, the Customer Service Specialist provides technical customer service assistance to CCRC customers through incoming phone calls and in-person interactions at the Customer Support Center. The position works collaboratively with Agency departments to maintain up-to-date knowledge of Agency programs and procedures, ensuring accurate information is shared with customers. The role also includes general clerical support and data entry services within the department.

Project-Based Position: This is a project-based position with an anticipated end date of June 30, 2028. The duration of the assignment subject to business and program needs and may be modified based on those needs. Employees in project-based positions may apply for other CCRC employment opportunities for which they meet the minimum qualifications.

Essential Duties And Responsibilities

Provide customer service and support to parents, providers, and other interested parties including the following responsibilities:

Customer Service and Communication (45%)

• •Serve as the first point of contact for parents, providers, and other interested parties in person and over the phone.
• •Operate the Agency’s main telephone switchboard using ACD software, answering calls professionally, routing them appropriately, and recording wrap-up codes.
• •Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate department(s) of their arrival.
• •Provide clear, courteous, and attentive communication, maintaining a professional tone in all interactions.
• •Frequently explain Agency programs, policies, and procedures to customers.
• •Ensure accurate and efficient data entry into CCS logs.

Document and Data Management (35%)

• •Receive, organize, and process mail and documents submitted by parents and providers.
• •Accurately log documents in the CSC Database, date-stamp them, and forward to the correct department(s).
• •Maintain accurate records and assist departments in locating visitors or document information when needed.

Clerical and Administrative Support (20%)

• •Perform general clerical duties including scanning, photocopying, filing, faxing, typing, and mail processing.
• •Support Agency operations by collaborating with other departments to share information and ensure smooth workflows.

Non-Essential Duties And Responsibilities

These duties include tasks that are required but currently comprise of less than 5% of the daily workflow for this job:

• •Participate in departmental, agency and professional meetings and workgroups, as assigned.
• •All other duties that may be required, as part of the essential functions of the job, as assigned.

Job Specifications

Minimum Required

• •Education and Experience :
• •Minimum high school diploma or equivalent and one year of customer service experience.

• •Professional/Technical Certifications : n/a
• •Technical Requirements :
• •Demonstrated proficiency and experience with Windows-based programs and data entry. Data entry skills. MS Word and Excel experience preferred.
• •Ability to handle high call volume.

• •Behavioral:
• •Effective interpersonal skills: the ability to honor confidentiality and work professionally with participating families.
• •Ability to work effectively with all clients both internally and externally.
• •Demonstrated written and oral communications skills.
• •Ability to learn and perform multiple job functions understanding the workflow of other units within the CCS Department.
• •Cooperative work, effective Organization skills and Customer Service; collaborative teamwork, accurate work product, strong problem-solving skills, and effective critical thinking.
• •Demonstrate regular, reliable, and predictable attendance to carry out the essential functions.
• •Ability to prioritize work effectively, multi-task, adjust to meet multiple demands; follow up with tasks through completion; ensure deadlines are met.
• •Show ability to have flexibility, maturity of judgment, and ability to work collegially.
• •Ability to exercise discretion, confidentiality, apply good judgment in making decisions, work independently and take initiatives.
• •Adherence to confidentiality, including PII, HIPAA and PHI, in accordance with Agency policy and legal requirements.
• •Adherence to technological security in accordance with Agency policy and legal requirements.

• •Travel: Some travel/business related driving required; Staff may choose any mode of transportation (driving, walking, bicycling, carpooling, etc.) to arrive to and depart from the location where attendance is required. Should a staff member choose to drive, the staff member must become an approved driver with CCRC prior to driving on behalf of CCRC. Approved drivers driving on behalf of CCRC may choose to drive a CCRC vehicle or own vehicle and must meet requirements to be an approved driver including holding and maintaining current auto insurance, current California Driver’s License and receiving DMV clearance.
• •Work Schedule : Must have the ability to work non-traditional work schedules, which may include evenings.
• •Work environment: This position is fully on site in an office environment.
• •Background & Health Clearance Requirements:
• •Background & Health Clearance Requirements : Background requirements determined according to the requirements of the program(s) which the position will be supporting.
• •Background check required. As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including:
• •Live Scan Clearance / DOJ Fingerprinting : For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).
• •Health Clearance : For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with “at risk” populations, CA Code of Regulations Title 22, §101216, CA Health and Safety Code 1596.7995, and/or Head Start Program Performance Standards 1302.93)
• •MVR / DMV clearance in accordance with CCRC’s liability insurance provisions: For positions where driving is required.
• •Child Development Permit : For positions working in an educational capacity (California Education Code Sections 44242.5, 44340, and 44341)
• •CPR / Pediatric CPR certification : For certain identified positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health & Safety Code 1596.865 – 1596.866)
• •Federal Debarment Checks : For positions acting in a principal capacity to federal funds (Head Start Program Performance Standards 1304.11, Code of Federal Regulations Title 2 Grants and Agreements 2.180.320 and 2.180.995)

Preferred

All minimum requirements above met, plus:

Bilingual Preferred : Ability to converse, write and/or translate in English and Spanish, Armenian, or Russian.

At CCRC, passion and meaningful work is rewarded! We offer employees:

• •Competitive compensation package
• •Robust benefit offerings -Medical, Dental, Vision, and Voluntary Life Insurance
• •Basic Life Insurance and Long Term Disability pa