Client Services Representatives

Description

Provides customer service to current and potential clients of the agency, more specifically for the Disaster Response/Hardship Assistance Program. Performs a range of basic office support activities such as answering telephones and directing calls, completing applications for services, providing referral information, scheduling client appointments, answering questions and performing routine clerical, data entry, and/or word processing work as assigned.

Requirements

•  Interact with callers to provide information in response to inquiries about Disaster Response/Hardship Assistance; maintains log of inquiries; refers callers to other community resources when requests are outside the scope of services provided by CCSETX.
•  Interview people by telephone to complete applications for services; data entry of applications into agency client management software (ClientTrack), according to established program procedures.
•  Uses established procedures for routing inquiries, telephone messages, complaints, applications of services, and other calls to appropriate team members.
•  Submit all necessary and appropriate documentation to the Program Director and Vice President of Programs/or administrative support services.
•  Adhere to all program funding guidelines and CCSETX policies and procedures.
•  Attend periodic training or workshops as needed and relative to the position.

•  Uphold the principles of Catholic Social Teaching.
•  Uphold the mission, vision, and goals of the agency.
•  Adhere to all policies and procedures of the agency, department, program.
•  Follow the Code of Ethics for the Catholic Charities USA network of agencies and, inasmuch as they are congruent with these, to follow applicable professional codes of ethics.
•  Comply fully with and maintain all relevant licensing, certification, accreditation, and legal standards as required by the agency, HIPAA, and other applicable federal, state, and local laws and regulations.
•  Must have adequate, available, reliable transportation. Must provide annually a copy of valid Texas driver’s license and proof of personal automobile insurance.
•  Must maintain high-level knowledge required to perform job duties.
•  Must treat all stakeholders of the agency with dignity and respect. Demonstrate sensitivity to all cultures.
• Inspire the trust of others. Work ethically and with integrity.
• Protect and maintain the confidentiality of all personal identifiable information (PII) and all information that may be of personal or sensitive nature pertaining to employees, clients, donors, volunteers, and/or the overall agency.

• Requires ability to hear and to speak clearly using appropriate grammar and tone.
• Requires working on a computer and on the telephone for the majority of each workday.
• Requires analytical, conceptual, problem –solving and decision-making skills; and ability to manage multiple tasks simultaneously and within the confines of deadlines.
• May need to regularly stand and walk.
• May need to climb stairs with varied frequency.
• May need to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• A minimum of one year working in an office atmosphere with knowledge and performance of office operations and procedures, as outlined in the Primary Responsibilities above.
• High School diploma or GED. Certification in Office or Accounting Technology preferred.
• Must be proficient in MS Office especially Excel.
• Bilingual English / Spanish preferred.
• Knowledge of the agency and community resources to provide quality customer service.
• Ability to relate well to the public, in person and on the telephone.
• Customer service oriented; diplomatic, tactful, creative, discreet, flexible, resourceful, dependable, well-organized, friendly, and professional.
• Able to work effectively with multiple staff, balance and prioritize multiple requests.
• Strong verbal and written communication skills.
• Accurate data entry and record keeping.
• Demonstrated sensitivity to diverse cultures.