Customer Support Specialist - Bilingual a Must

Overview

The Customer Support Specialist provides consumer education and information to Parents about all aspects of the agency, including intake, eligibility, resources, referrals, and quality units. They help parents navigate the child care assistance program and review the status of their applications.

Duties

• Manage incoming calls and requests for agency services.
• Describe service offered by agency.
• Identify and assess customers needs.
• Direct customers to appropriate information posted on our website or to appropriate staff as needed.
• Assist customers with uploading and downloading CCAP information.
• Provide application status information in WLS.
• Document inquires and relay message to appropriate staff.
• Assist customers need for additional resources and refer customer to available Community Resources.
• Provide accurate, valid, and complete information.
• Keep record of all Customer interactions.
• Track customer requests to assess Community Needs.
• Notify DCP&P, institutional Abuse Unit, whenever there is reasonable cause to believe that a child has been subjected to abuse and / or neglect, following CCCC complaint policy.
• Other tasks as assigned.

Requirements

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