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Customer Service Liaison
2 months ago
Summary
Under the supervision of the Customer Service & Operations Supervisor, this person oversees all aspects of an organization's customer service policies, objectives, and initiatives. Develops service level standards focused on response times and issue resolution. Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Align customer service activities and initiatives to support and enhance the objectives of the organization. Manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.
Essential Functions
- Improving customer service experience, create engaged customers and facilitate organic growth
- Taking ownership of customers issues and following problems through to resolution
- Setting a clear mission and deploying strategies focused towards that mission
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Work with program managers to identify available resources that can be shared with clients
- Work with managers daily to determine who the available point of contact is onsite and remotely to better serve the customers
- Ability to think strategically and to lead customer service employees in providing excellent customer service 100% of the time, including but not limited to receptionist, file clerks, etc.
- Advanced troubleshooting and multi-tasking skills
- Conduct customer service orientation
- Improves customer service quality results by studying; conducting trainings; evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results” implementing changes.
- Train receptionists in how to use email as a form of communication with staff to enhance the customer experience.
- Working knowledge of customer service software, databases and tools.
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Improves customer service quality results by studying, evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results” implementing changes.
- Maximizes customer service operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintain personal networks; participating in professional organizations
- Main point of contact for grievance and conflict resolution from staff, clients, subcontractors, vendors, etc.
- Enhance and maintain morale of HOPICS as a division.
- Communicate and coordinate with appointed personnel at each site weekly to ensure customer service standards are adhered to.
- Communicate urgent client needs to Management Team
- Communicate and coordinate with direct service staff to facilitate information, linkages and referrals to clients as needed or directed
- Contact partners as needed or directed.
- Ability to multi-task and daily problem solving
- Provide quality customer service
- Represent the HOPICS when needed as the Customer Service Liaison
- Maintain confidentiality of all information that is accessible
- Ability to juggle multiple projects with superb accuracy
Secondary Functions
- Perform other duties as assigned.
- Timely completion of required documentation.
- Attend mandatory Agency meetings and trainings.
Minimum Qualifications - Knowledge, Skills and Abilities Required
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Minimum of two years job related experience
- Ability to think and work effectively under stress and in emergencies
- Ability to understand and carry out oral and written directions
- Friendly voice and clear enunciation
- Ability to do simple clerical work with speed and accuracy
- High School Diploma or Equivalent.
- Ability to work with clients from diverse cultural, ethnic, and socio-economic backgrounds.
- Verification of Employment Eligibility and Background Clearance.
- TB test required (Not more than (3) month prior to or (7) days after Date of Hire, and renewed annually thereafter),
- CPR and First Aid Certification required within 30 days of employment with company.
- Working knowledge of Microsoft Word, Excel, and other database programs.
- Valid Driver’s License and auto insurance required.
- Reliable transportation is required.
- Experience working with homeless individuals and placing into permanent housing.
Non-Essential Qualifications (optional)-Knowledge, Skills and Abilities
- Provide quality customer service
- Proven working experience as a customer service manager, retail manager or assistant manager
- Some experience in providing direct services to homeless/formerly homeless people
- Bilingual a plus
- Overtime, holiday, or weekend work may be required.
Supervisory Responsibilities:
- This position does not have any supervisory responsibilities.
This position is responsible for working in “client friendly” environments. Local automobile travel is required. There is some responsibility to work in noisy environments where children and adults are present.
Physical Requirements
The Supportive Service Coordinator typically spends time sitting, standing, typing, thinking, writing, walking, driving, carrying (max. 25 lbs.), listening, speaking.
Mental Requirements
This position will require the individual to be able to handle any/all the following: constant distractions, interruptions, uncontrollable changes in priorities/work schedules: be able to process information, think and conceptualize.
Special Service for Groups in an Equal Opportunity/Affirmative Action Employer
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