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Client Relations Specialist

4 months ago

Pittsburgh, United States Rebuilding Together Pittsburgh Full time

The Client Relations Specialist serves as the central touch point of client communication -- helping clients navigate RTP’s repair process, documentation requirements and to identify and apply for resources related to their needs as a homeowner. The Client Relations Specialist is responsible for case management, participating in cross-department meetings, management of client referrals, and supporting community partnership agreements. The Client Relations Specialist will interface with all organizational teams. 

GENERAL QUALIFICATIONS: 

  • A sincere and deep commitment to the mission of Rebuilding Together Pittsburgh 

  • Ability to work cooperatively and communicate effectively with a diverse group of staff, clients and stakeholders.  

  • Entrepreneurial and enthusiastic about working in a fluid, fast-paced environment with minimal supervision. 

  • Strong personal work ethic and the desire to take pride in assigned work 

  • High emotional intelligence 

  • Must be willing to travel throughout the SWPA region 

  • Ability to work a flexible schedule that includes nights and occasional weekends 

  • Valid driver's license required  

  • Bachelor’s degree preferred, but those without a degree with relevant experience are strongly encouraged to apply. 

SKILLS & CAPABILITIES: 

  • Skilled case manager who can identify needs, implement strategy and juggle a significant volume of cases to completion.   

  • Strong interpersonal skills, ability to build teamwork and motivate a wide range of individuals and stakeholders. 

  • Experience assessing client needs, developing corresponding work plans and assisting clients in successfully moving through RTPs project workflow.  

  • Confident in ability to identify gaps in services and provide recommendations and/or solutions to address these gaps.  

  • Keen awareness and understanding of the barriers faced by vulnerable populations. 

  • Excellent written and oral communication skills with acute attention to detail. 

  • Strong computer skills and willingness to learn Salesforce, RTPs Client Management system.  

  • This job is physical in nature.  While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; lift and carry objects weighing up to 35lbs; and talk and hear. Use of a computer is required.  

ESSENTIAL JOB FUNCTIONS 

Client Relations 

Provide high-level administrative and programmatic support for clients throughout the lifecycle of an RTP project. As clients move through our pipeline, from applicant intake to eventual project closeout, the CRS will lead the following:  

Applicant Support: 

  • Collect and process applications into our internal systems connecting applicants and offering alternative and appropriate resources when deemed unable to serve. 

  • Schedule home assessments with Project Managers and provide support to the Construction staff and check eligibility for other programs/resources in the area and provide client with referral information.  

  • Collect and compile household information to ensure compliance with the various requirements of different grants and funding sources.  

Client Onboarding & Active Project Support: 

  • Collaborate with Project Managers to administer onboarding paperwork. 

  • Communicate to clients of their approval status, timelines and process of RTP work. 

  • Ensure that each client is administered a needs assessment, and that any referral information is thoroughly reviewed. 

  • Support Senior Program Manager in execution of monthly calls and regular client follow-up as needed. 

  • Support in the administration of satisfaction surveys. 

  • When applicable, assist clients with applications or participation with outside service providers. 

Client Management 

Coordinate all client referrals: 

  • Connect clients to services based upon completed needs assessment and grant requirements; 

  • Ensure needs assessment, RTP interest form and external service provider material are up to date; 

  • Maintain regular contact with service providers to ensure the referral is executed; 

  • When necessary, assist clients with questions or concerns regarding their referral; 

  • When necessary, assist clients gather the necessary paperwork to successfully enroll in other organizations’ programs; 

  • Track and report trends of client referrals seen through intakes and service and referral assessment; and 

  • Track results of referrals, recommend service areas that we need to create or expand a partnership. 

Interdepartmental Coordination:  

  • Document all communication and work with homeowners on Salesforce to ensure effective communication across the Client Relations team and across departments 

  • Assist the Senior Program Manager in the leading of a standing cross-departmental meeting, wherein Client Relations works with Programs, Development, Construction, and Finance to provide biweekly updates on clients, funding streams, and corresponding financials 

  • Provide administrative assistance in the creation of agendas, taking of meeting minutes, and identifying follow-up items for department heads.