Customer Relations Specialist

WHY YOU SHOULD JOIN OUR TEAM At Big Brothers Big Sisters of Broward, we ignite, inspire, empower, and defend the potential of youth in our community through 1-1 dedicated mentorship. We are seeking a Customer Relations Specialist to be the agency's first point of contact for all participants (volunteers, parents, and children/youth) in the program. They have the primary responsibility of ensuring that everyone receives an engaging, positive, and professional personalized experience. This position is responsible for providing high-level customer service in response to all customer and stakeholder inquiries and leads.
Performance Measures: A successful Customer Relations Specialist will produce positive outcomes in the following areas: volunteer yield and processing time; youth yield; youth and parent processing time; customer satisfaction, and quality ratings in customer relations processing leading to high match retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES Respond to inquiries across all agency programs for potential volunteer and parent/guardian participants and community organizations in a prompt and informative manner.
Ensure that all participants receive an engaging, positive, and personalized phone and email response.
Conduct phone orientations and effectively assess participant for eligibility in the program.
Pre-screen and pre-qualify all participants, ensuring availability and other qualifying policy parameters have been addressed via phone.
Effectively guide inquiries from the point of first contact to active enrollment in the program, helping to eliminate any barriers interfering with the enrollment process
Be responsible for all proper documentation and uploads in Matchforce in a timely manner and adherence to all policies.
Possess a strong knowledge of the community and have the ability to establish strong relationships internally and externally and work with a diverse population.
Maintain accurate and timely records for each contact according to standards and utilize technology to report, synthesize, and analyze data.
Manage a pipeline of applicants in alignment with the service delivery goals of the agency and specific monthly program goals.
Provide monthly progress updates regarding volunteer and client inquiries. Identify areas of need: tracking trends, identifying targeted recruitment areas based on inquiry information.
Provide Acceptance Letters to all applicants who successfully qualify for the program
Ensure a high-level of proficiency and skill in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job function
Accurately and in a timely manner enter, track and update information into the agency's Matchforce database
Collaborate with other service delivery staff to ensure smooth transition among functions.
Check references and conduct criminal and child abuse background checks for volunteers. Establish the legal identity of the volunteer through original documentation. Immediately bring to the attention of the Enrollment and Match Specialist any concerns surfacing during reference checking that may influence the volunteer enrollment process.
Promote BBBS and present volunteer options to references.
Attend recruitment event opportunities in the community and follow up with inquiries.
Record, breakdown and properly store all closed program files in-house and in preparation for storage.
Support Program events, fundraisers, and recruitment opportunities.
EDUCATION & RELATED WORK EXPERIENCE Education Level/ Years of Related Work Experience: (minimum & preferred educational requirements necessary to perform this job successfully) BA in social services, human resources, marketing, sales or communication experience or 8 years' experience in related fields.
Fluent Bilingual (English-Spanish) verbal & written communication required.
Previous experience with child and/or adult relationship dynamics; professional familiarity with child development issues; family function/dysfunction; and interpersonal communication a plus.
SKILLS & KNOWLEDGE Ability to effectively promote the agency mission and vision, both internally and externally
Proficiency in technical areas such as Microsoft Office; including Word, Outlook, TEAMs, and Excel.
Excellent oral communication skills reflecting solid customer service both in-person, electronically and primarily via the telephone;
Accurate data entry skills and timely response in all communications.
Ability to relate well in cross-cultural environments.
Ability to effectively collaborate with other volunteer match staff.
Ability to use time effectively, work independently, focus on details, adapt to shifting priorities, and position and promote opportunities.
Ability to maintain confidentiality throughout daily operations.
Comfortable with high performance standards.
Fluent Bilingual (English/Spanish) verbal & written communication.
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS Routine office environment. Work hours and work location flexible to meet customer needs.
CORE COMPETENCIES Attention to Detail
Able to review data/documents for accuracy and consistency; take action to prevent mistakes; follow procedures closely; keep records accurate and up to date. Customer Focus
Able to build rapport with customers, listening and responding effectively and efficiently to meet their needs. Identify unexpressed customer needs and potential products/services to meet those needs. Prioritize work in alignment with the needs of the customer; use customer knowledge and feedback to improve own work results. Provide a welcoming and inclusive experience for prospective volunteers, youth and families of diverse perspectives, talents, backgrounds and/or styles. Flexibility & Achieving Change
Able to positively deal with changes that affect job requirements. Adapt to shifting priorities in response to the needs of internal and external clients. Quickly recognize situations/conditions where change is needed. work to clarify situations where information, instructions, or objectives are ambiguous. Support organizational change. Gets Results
Able to demonstrate high personal work standards and a sense of urgency about results. Do everything possible to meet goals and deadlines without sacrificing quality. Persist in the face of changing circumstances. Accept responsibility for the outcomes of his/her own work. Influencing
Able to persuade and enlist others' support in accomplishing objectives. Motivate/reassure prospective volunteers and youth/families to enrollment by using data or logic to aid them in their decision. Use different influence approaches as appropriate. Planning & Organizing
Able to create detailed work plans. Balance the need for adequate planning with the need for action. Avoid wasting time on tasks that yield low value. Use resources efficiently. Create and monitor measures to chart the progress and impact of assignments. Relationship Building
Able to deal effectively with people in order to get work accomplished. Adjust own interpersonal approach to fit the interpersonal style/needs of others. Recognize the impact of one's behavior on others. Build a network of internal and external contacts to meet job responsibilities. Strategic Alignment
Able to align own work objectives with the organization's strategic plan or objectives. Act with an understanding of how the community affects the business and how own actions and decisions affect other jobs or outcomes. Valuing Diversity
Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles. Contribute to a team climate in which differences are valued and supported. Challenge any stereotyping or offensive comments. Seek and respond to feedback from others about his/her own behavior that might be perceived as biased. Equal Employment Opportunity BBBSA provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.
Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
To join the BBBS team, apply by sending your resume/CV and cover letter to Job Type: Full-time
Pay: $40,000.00 - $42,000.00 per year
Benefits:
401(k) matching Dental insurance Health insurance Paid time off Schedule:
8-hour shift Monday to Friday Weekends as needed Experience:
Customer Relations: 8 years (Preferred) Job Type: Full-time
Pay: $40,000.00 - $42,000.00 per year
Benefits:
401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Experience level:
8 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to Relocate:
Fort Lauderdale, FL 33309: Relocate before starting work (Required) Work Location: In person