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Customer Experience Specialist

3 months ago

Hempstead, United States Community Development C Full time
Job DescriptionJob DescriptionThis position is located in our Hempstead, NY location.

CDLI Overview

Community Development Long Island (CDLI) is the only full-service collection of community development entities that change Long Islanders lives for success in home creation and financial security and growth. Offering the resources that contribute to the personal and community economic growth.

Position Summary

The Customer Engagement Specialist serves as the first point of contact at our welcome desk. The ideal candidate will be equipped to work in a fast-paced environment, communicate with empathy, kindness, and brevity, and maintain a high level of attention to detail. Additionally, the ideal candidate will have the extensive capacity to work with new technology platforms, bringing a demonstrated understanding of various online tools, resources, and platforms, and be committed to the mission of CDLI.

Responsibilities:

  • Manage and direct a heavy call volume phone system.
  • Assess phone calls, including determining urgency of calls and referring urgent inquiries to the appropriate team member.
  • Establish and maintain professional relationships with clients, vendors, and partners.
  • Scan documents as requested and ensure protection of personally identifiable information (PII).
  • Welcome and successfully direct incoming guests. Educate all incoming traffic on the availability of remote connections, online capabilities, and appointment requests to support all departments.
  • Provide routine program information requests via email, phone and in person.
  • Accept incoming deliveries and accurately route client paperwork and provide confirmation receipts.
  • Support various administrative tasks including but not limited to mail routing, scanning, shredding and filing.
  • Maintain a clean, neat, and guest ready area.
  • Be prepared and comfortable sharing feedback on system improvements and/or evolution based on customer/organizational needs.

Requirements:

  • 3-5 years of face-to-face customer service interaction preferably in a social service, government, or non-profit setting
  • Bilingual language skills in English/Spanish
  • Computer savvy and able to learn programs specific to the job
  • Proficient in Microsoft Suite (Outlook, Teams, Excel, Word, PowerPoint).
  • Exceptional communication and interpersonal skills, capable of working well with others.
  • Thrives in a fast-paced, collaborative, and diverse team environment
  • Proactive, detail-oriented with strong organizational skills.
  • Ability to identify, analyze and solve problems in a timely manner
  • Creative and innovative thinker

This job description is not intended to be all inclusive and the employee will perform other reasonably related duties as assigned.