Customer Relations Specialist- Part Time

Our mission is to create and support one-to-one mentoring relationships that ignite the power and promise of youth.
Our Vision is all youth achieve their full potential.
We are affirmative, inviting, and inclusive of all youth, parent/guardians, community volunteers, donors, and allies.
This position is responsible for providing high-level customer service with volunteer mentors, youth, and parent/guardians.
The Customer Relations Specialist is an important role and is often the first-person the community encounters when inquiring to be a Big or Little.
The Customer Relations Specialist will efficiently and professionally respond to volunteer and youth/family inquiries with a sense of urgency, complete all necessary tasks in accordance with the Intake Timeline, complete volunteer and youth intake needs to include: program onboarding, assist with completing mentor and youth enrollment applications, assist with pre-volunteer and youth safety training, assist with completion of required references for accepting volunteer mentors, and enter data into the database system.
They will begin the youth and volunteer enrollment processes in a timely manner, following the Intake & Enrollment timeline, and ensure a smooth transition to the Enrollment department.
Position requires evening and weekend hours as necessary to put our young people, families, and volunteers first.
Must be able to be accountable for work hours, quality of work, attention to detail, follow intake process and procedure, and report regularly to the enrollment department supervisor.
*JOB RESPONSIBILITIES:* · Ensure that the customer’s (volunteer, youth, and family) experience is marked by an atmosphere of engagement and motivation and that all customers receive an engaging, positive, and personalized response promoting Big Brothers Big Sisters.
* Assist in effectively moving the volunteer from the point of first contact to active enrollment following the intake policies and procedures.
· Respond to all volunteer and family calls, emails, and text messages requesting information.
· Process all youth and family inquiries, including pre-screen interviews, application completion, volunteer reference completion, and all necessary intake paperwork.
· Respond to all parental calls, emails, or text messages of inquiry regarding the enrolled status of their youth(s) and ensure that all such inquiries receive a prompt and informative response.
· Schedule and complete all new volunteer onboarding, parent/guardian training, youth safety training, and all required volunteer and youth training needs as per the National Standards of Practice.
· Complete all required volunteer reference checks for school and community-based mentoring programs.
Record all reference responses in the database in a timely manner, following the Standards of Practice.
* Record maintenance and management using our Salesforce Matchforce database.
· Participate in achieving team and agency SMART goals for all intake and enrollment needs.
· Demonstrate ability to apply social work competencies of strength-based and culturally competent assessment, planning, referral and linkage and crisis intervention to ensure that potential problems and barriers are identified and addressed as early as possible.
· Ability to judge when collaboration is necessary to adequately problem solve.
· Demonstrate that documentation of check-ins, issues discussed, and all communication or interventions completed are detailed, thorough, and written with excellence into Matchforce (Salesforce database) or other relevant systems.
· Demonstrate high-level proficiency in applying youth safety and risk management knowledge in working with youth and families exposed to trauma, issues related to living in poverty and any other adverse experiences.
· Other duties as assigned by supervisor.
*Salary & Benefits:* · $20 per hour · Vision & Dental Insurance · Flexible and hybrid work environment, afternoons/evenings/weekends required.
· On-the-job training Work-related mileage reimbursement *Education and Years of Experience*: · Required fields of Psychology, Child Development, Social Services · A high school diploma is required, a college degree is preferred but not required.
· Experience in customer service, call center, case management required.
· Experience in a social service setting with prior experience of intake and enrollment of adults and youth is required.
· Must be able to pass a multi-layer background check consisting of National Sex Offender, Criminal History, FBI Fingerprinting, and DMV background check.
· Must have personal vehicle, valid driver’s license, and evidence of up-to-date automobile insurance with a clean driving record for a minimum of one year.
*Skills*: · Customer/Client focus – dedicated to meeting expectations and requirements of fellow staff, volunteers, youth, parents, and agency partners, · High level of organization and excellent time management skills, able to work on your own schedule and be held accountable.
· Strong verbal and written skills · Must have a solid understanding of how to work with individuals from diverse backgrounds.
· Friendly, patient, and able to quickly develop a rapport with parents, youth, and volunteers.
· Be persistent and dedicated to meeting the needs of the Intake Processes and Procedures.
· Able to assess, document and relay information thoroughly combining objective, analytical findings with strong intuition and personal insights.
· High level proficiency with Microsoft Office 365 (all applications) and database programs.
· Perform administrative duties such as compiling and maintaining case files.
· High level attention to details, meeting deadlines, taking initiative with own work, and completed tasks.
· Excellent phone and written conversational skills and attention to deadlines and efficient processes.
Flexibility and availability to accommodate work weekdays, evenings and weekends, as well as travel to varying local venues.
*Behavioral Norms:* · Is receptive to direction, feedback, and guidance.
· Able to align own work objectives with the agency’s strategic plan.
· Results driven with a sense of urgency.
· Shares own needs, wants, and perspectives in a positive way.
· Shows engaged and active listening so that others feel heard and understood.
· Appreciates and values individual differences.
· Able to work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles.
· Welcomes collaboration by encouraging and incorporating others’ ideas and input.
· Takes initiative to find out what’s expected to receive and implement feedback.
· Delegates appropriately and lets people do their work.
· Uses personal mistakes as opportunities to learn and grow.
· Flexible problem solver and adapts approach to be most effective.
· Follows, and encourages others to follow policies, procedures, and behavior norms.
· Follows through with goals and commitments.
· Focuses on own job responsibilities instead of what others are or are not doing.
· Maintains healthy boundaries and does not participate in negative talk.
Is willing to cross train and cover for others as needed.
*WORK ENVIRONMENT/PHYSICAL REQUIREMENTS*: · Occasional lifting of >50lbs · Outdoor activities and indoor activities with youth, community, partners.
Fundraising events – in and outdoor _*Our Commitment*_ At Big Brothers Big Sisters of Southwest Louisiana, Justice, Equity, Diversity, and Inclusion (JEDI) is an integral part of our values and mission.
We recognize, affirm, and celebrate the diverse backgrounds, lives, and experiences of all our stakeholders, including youth, families, donors, volunteers, and staff.
We ensure the opportunity for all voices and perspectives to be heard and honored.
In the workplace, we foster an environment where all people can be their best selves.
We affirm that every person [regardless of ability, age, cultural background, ethnicity, faith, gender, gender identity, gender expression, ideology, income, national origin, race, or sexual orientation, marital or veteran status] has the opportunity to reach their full potential.
We strive to realize the full potential that is within all of us by ensuring that all voices and perspectives are heard and honored.
_*Americans with Disabilities Act*_ Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation.
The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
_*Job Responsibilities*_ The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.
BBBS of SWLA may change the specific job duties with or without prior notice based on the needs of the organization.
Job Type: Part-time Pay: $20.
00 per hour Expected hours: No more than 25 per week Benefits: * Dental insurance * Flexible schedule * On-the-job training * Vision insurance * Work from home Experience level: * 1 year * 2 years Shift: * Day shift * Evening shift * Morning shift * Split shift Weekly day range: * Every weekend * Monday to Friday * Weekends as needed Work setting: * Hybrid work * Office Education: * High school or equivalent (Required) Experience: * Case management: 1 year (Required) * Customer relationship management: 1 year (Required) Shift availability: * Day Shift (Required) * Night Shift (Required) Ability to Relocate: * Lake Charles, LA 70607: Relocate before starting work (Required) Work Location: Hybrid remote in Lake Charles, LA 70607