Customer Service Specialist - Bilingual Preferred (English / Spanish)

Expected Hourly Pay Rate:

$20.00

Work where your work matters. Work at CCRC.

CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing!

General Summary:

Under general supervision, the Customer Service Specialist provides technical customer service assistance to CCRC customers through incoming phone calls and in-person interactions at the Customer Support Center. The position works collaboratively with Agency departments to maintain up-to-date knowledge of Agency programs and procedures, ensuring accurate information is shared with customers. The role also includes general clerical support and data entry services within the department.

Please review the full job flyer here: Customer Service Specialist Job Flyer

Essential Duties and Responsibilities

Provide customer service and support to parents, providers, and other interested parties including the following responsibilities:

Customer Service and Communication (45%)

• Serve as the first point of contact for parents, providers, and other interested parties in person and over the phone.
• Operate the Agency’s main telephone switchboard using ACD software, answering calls professionally, routing them appropriately, and recording wrap-up codes.
• Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate department(s) of their arrival.
• Provide clear, courteous, and attentive communication, maintaining a professional tone in all interactions.

Document and Data Management (35%)

• Receive, organize, and process mail and documents submitted by parents and providers.
• Accurately log documents in the CSC Database, date-stamp them, and forward to the correct department(s).
• Maintain accurate records and assist departments in locating visitors or document information when needed.

Clerical and Administrative Support (20%)

• Perform general clerical duties including scanning, photocopying, filing, faxing, typing, and mail processing.
• Support Agency operations by collaborating with other departments to share information and ensure smooth workflows.

Job Specifications

Minimum Required

• Education and Experience:
  • Minimum high school diploma or equivalent and one year of customer service experience.
• Professional/Technical Certifications: n/a
• Technical Requirements:
  • Demonstrated proficiency and experience with Windows-based programs and data entry. Data entry skills.  MS Word and Excel experience preferred.
  • Ability to handle high call volume.
• Travel: Some travel/business related driving required; Staff may choose any mode of transportation (driving, walking, bicycling, carpooling, etc.) to arrive to and depart from the location where attendance is required. Should a staff member choose to drive, the staff member must become an approved driver with CCRC prior to driving on behalf of CCRC. Approved drivers driving on behalf of CCRC may choose to drive a CCRC vehicle or own vehicle and must meet requirements to be an approved driver including holding and maintaining current auto insurance, current California Driver’s License and receiving DMV clearance.
• Work Schedule: Must have the ability to work non-traditional work schedules, which may include evenings.
• Work environment: This position is fully on site in an office environment.
• Background & Health Clearance Requirements:
  • Background & Health Clearance Requirements: Background requirements determined according to the requirements of the program(s) which the position will be supporting.
  • Background check required. As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including:
  • Live Scan Clearance / DOJ Fingerprinting: For positions working directly with the public in a child/ community care or child / communit