Job descriptionPosition Description: JOB SUMMARY: The Client Service Specialist (CSS) is the first point of contact for most of the Children’s Bereavement Center’s visitors/guests: clients, vendors, donors, and other stakeholders who call or otherwise visit the Center. The CSS assists clients with intake documentation and must treat each person with sensitivity and maintains confidentiality of information. Carefully manages files to ensure clients complete privacy. In addition to managing the Center’s traffic, the CSS provides administrative functions such handling company mail, organizing paper and electronic files, performing data entry, and providing general information to callers and/or visitors.
ORGANIZATIONAL RELATIONSHIPS: 1. Reports to: Counseling Supervisor & Executive Director
ESSENTIAL FUNCTIONS/PERFORMANCE REQUIREMENTS: A. Direct Responsibilities/Duties 1. Answer telephones and give information to callers, take messages, or transfer calls 2. Answer doors and ensure clients, vendors, and other guests are appropriately welcomed to the Center 3. Schedule appointments and make daily appointment reminder calls to clients and follow up when appointments are missed 4. Assist the Program Coordinator and Counseling Supervisor with surveying stakeholders and provide administrative support when needed. 5. Use various computer applications, including database management, Microsoft Office programs 6. Maintain inventory of office supplies, kitchen supplies 7. Maintain cleanliness of waiting areas 8. Ensure cleanliness of kitchen to ensure readiness for evening activities/program support 9. Manage incoming and outgoing mail 10. Other duties as assigned to serve clients and the holistic service of the Center
B. Administration 1. Maintains appropriate documentation of client files 2. Attends all staff and program meetings
C. Collaboration 1. Partners with supervisor and other staff to duties as assigned to serve clients and the holistic service of the Center 2. Supports organizational development efforts by assist with fundraising and special events, as needed 3. Maintains open communication and collaboration with all staff members and departments
D. Compliance 1. Ensure compliance with all policies set forth by the Children’s Bereavement Center RGV Board of Directors 2. Ensures compliance with all HIPPA Privacy and Security Regulations 3. Ensures compliance with all applicable State and Federal laws
E. Ability to: 1. Excellent written and verbal communication skills 2. Excellent people skills, collaborative style, and positive working relationships 3. High degree of professionalism. Interact compassionately with clients, and professionally with public and stakeholders 4. Prioritize workload and manage time to meet multiple deadlines with minimal supervision. 5. Establish and maintain positive working relationships 6. Maintain a working environment which encourages mutual respect, promotes respectful and congenial relationships between employees and is free from all forms of harassment
QUALIFICATIONSTo perform this job satisfactorily, an individual must be able to perform each essential performance requirement satisfactorily. The requirements listed below are representative of the training, experience, knowledge, and skill required for this job. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions listed above.
Qualifications and Education Requirements: 1. High school diploma or equivalent. 2. Previous experience in a client service or customer support role or administrative role is preferred. 3. Preferred MOS certifications or Office Specialist certified 4. Preferred Fluent in Spanish 5. Demonstrated commitment to high professional ethical standards and diversity in the workplace 6. Strong verbal and writing communication skills 7. Proficient use of computers, Microsoft Office suite of programs, and multi-line phone system 8. Strong organizational skills, time management skills and adept at multi-tasking 9. Physical Requirements include ability to move around the office to assist visitors and staff, which may include walking, standing, and occasionally bending or reaching. Prolonged periods of sitting at a desk and working on a computer. Occasionally lift and carry office/program supplies or packages weighing up to 20 pounds.
PRE-EMPLOYMENT REQUIREMENTS: 1. All prospective employees are required to provide a minimum of three professional references. 2. All prospective employees are subject to a criminal background check. 3. All prospective employees must present a State of Texas vehicle operator’s license and proof of liability insurance.
POST-EMPLOYMENT REQUIREMENTS: 1. Current employees are subject to an annual criminal background check. Continued employment is conditioned upon satisfactory results of the background check. 2. Current employees may be subject to interim and random testing for the presence of illegal and controlled substances in the event of a work-related injury. Continued employment is conditioned upon satisfactory results of the illegal and controlled substance test.
TIMES WORK WILL BE PERFORMED: The CBC-RGV’s hours of operation are extended and non-traditional and may vary based on job requirements. Employees are scheduled in a manner that is best suited to the delivery of client services. Exempt employees are paid on a salaried basis and are not entitled to overtime pay. The amount of the salary is intended to compensate the employee for all hours worked to perform the required job.
ADDITIONAL NOTES The Children’s Bereavement Center RGV is an Equal Opportunity employer. Employment decisions are made by the Executive Director based on ability and experience without regard for race, color, religion, sex, national origin, disability, marital status, or sexual orientation in accordance with federal, state, and local law
