WIC Customer Service Specialist

3 weeks ago

Lancaster, United States Community Action Partnership of Lancaster County inc Full time
Job DescriptionJob Description

JOB SUMMARY

Position Title: Customer Service Specialist

Program: WIC Health and Nutrition Impact Team

Classification: Permanent/Full-Time/Hourly

DUTIES AND RESPONSIBITIES

  • Answer incoming calls using a multi-line phone system, responding to the needs of customers with consistently excellent customer service, mail reminder letters and other necessities. paperwork to customers; communicate with the Supervisor regarding appointment availability.
  • Greet customers in a pleasant, professional manner and coordinate reception area activities, including the check-in process, calling customers who miss appointments, and pulling files for the following day.
  • Verify identity and residency, determine income eligibility, conduct motor voter and immunization contacts.
  • Respond to requests for verification of certification (VOC), online applications, custody changes, and referrals from healthcare providers and other agencies in the community.
  • Perform anthropometric measurement and hematological testing when trained.
  • Provide information on proxy authorization and responsibilities and schedule appointments for endorsers that request to assign a proxy.
  • Accurately verify customer’s information prior to loading benefits on the EBT card if applicable.
  • Issue Farmers Market checks to eligible customers.
  • Communicate the need for an interpreter with the WIC Director or Supervisor when scheduling or rescheduling a hearing-impaired customer.
  • Document all information in MIS and participant charts according to policy; maintain proficiency on MIS and all relevant WIC policies and procedures.
  • Assist coworkers with pulling and filing charts daily.
  • Check and respond to Outlook messages frequently throughout the day.
  • Insure the confidentiality of customer records and CAP/WIC information.
  • Serve as a source of information regarding the WIC and other CAP programs, healthcare providers, social service agencies and other food/nutrition resources in the community.
  • Encourage cooperation between customers and staff by acting as a role model for good customer service and teamwork.
  • Commit to and follow the mission of CAP and its core values.
  • Execute other work-related duties, including flexible clinic assignments, deemed necessary by the WIC or CAP supervisors.

EDUCATION/EXPERIENCE REQUIREMENTS

  • High school diploma or GED required.
  • WIC experience preferred.
  • Bilingual English/Spanish preferred
  • Professional customer service and communication skills
  • Flexibility and ability to multi-task
  • Strong attention to detail
  • Strong critical thinking and problem-solving skills
  • Competent word processing and computer skills
  • Ability to function within a team, keeping others informed of projects and issues in a clear, concise manner.
  • Self-motivation and ability to work independently.
  • Strong organizational skills

**Please see attached for full job description**

WE Values our Team by uniting our employees with the mission. WE offer strong purpose with a compassion for work-life balance. Below is a glimpse of our robust benefits offered:

  • Sign-on Bonus
  • Benefits: Medical, Dental & Vision Coverage / 403(b) Plan / Life Insurance / EAP Program
  • Generous number of PTO Days banked per year.
  • Paid Parental Leave
  • Tuition Reimbursement
  • Employer- Assisted First Time Homebuyer Program

Equal Employment Opportunity

CAP provides equal employment opportunities to all qualified individuals without regard to race, gender, disability, ethnicity, religion, sexual orientation, age, citizenship, veterans status or genetic information.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. The agency will determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

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