OPEN POSITION: Client Services Specialist

POSITION: Client Services Specialist
DEPARTMENT: Front Office
SUPERVISOR: Director of Operations
LOCATION: Lewiston
FLSA STATUS: Non-Exempt (40 hours/week)

The Client Services Specialist (CSS) is a key position for all internal and external client interaction. The CSS is the Dempsey Center’s first point of contact for most of our clients. Their primary responsibility is linking new and established clients to center services and programs and helping to facilitate an optimal client experience.  Accordingly, daily administrative functions of this position include: assisting client arrivals, answering the phone and email inquiries, scheduling appointments for clients,  and maintaining current and accurate knowledge of all Dempsey Center services and program offerings.  The CSS conducts and oversees Dempsey Center client orientations and tours, and assists with the training and supervision of volunteers. Position requires evening hours and an occasional Saturday.


  • Facilitates new client intake and orientation sessions for groups and individuals. 
  • Maintains current knowledge of all Dempsey Center resources and services and provides sound and reliable information regarding same to callers, visitors, clients, and the public. 
  • Assists with the scheduling and coordination of Dempsey Center services for clients.  This includes obtaining and processing physician approval, tracking requests, scheduling clients for direct services, assisting with wig consults.
  • Front Office team meetings.
  • Organizes and oversees projects as requested.  Completes all projects and assignments in a timely manner.
  • Records and transcribes meeting minutes and distributes as appropriate as requested.
  • Assists Front Office Coordinator and Director of Operations & Organizational Development with the development and implementation of front office standard work processes and training procedures. 
  • Working with Volunteer Coordinator: assist with, training and supervising front office Volunteer(s), ensuring that processes are carried out in a professional manner and that policies and protocols are adhered to.
  • Interacts with staff, clients and volunteers in a consistent manner, providing attention, support, and assistance to foster a pleasant, professional and calm environment of exceptional service.
  • Demonstrates a positive attitude and encourages a collaborative work environment.
  • Models excellent customer service and makes client service and focus a priority.
  • Performs other duties as assigned.


  • Ability to concentrate and focus attention to details.
  • Exceptional organizational skills
  • Team player with strong interpersonal skills to interact well both internally and externally
  • Technologically savvy and comfortable with client scheduling systems
  • Must be able to communicate clearly, both written and orally
  • Able to exhibit a high level of confidentiality
  • Must be able to identify and resolve problems in a timely manner
  • Must be able to prioritize and plan work activities as to use time efficiently 

Two years of customer service experience is required and experience in social service or healthcare strongly preferred.   Exceptional verbal and written communication skills and the ability to interact comfortably and professionally with individuals at multiple levels (clients, donors, staff, public).  Must be able to understand, read, write and clearly speak English proficiently.

Strong computer literacy in windows-based applications – Word, Excel, Internet, Outlook, scheduling and other software programs, is required.  Must be a self-starter, have excellent organizational, planning and time management skills and be able to work independently and adapt to constantly changing interactions.  Must possess high degree of confidentiality and act professionally and tactfully at all times with clients, co-workers, volunteers, outside contractors and healthcare providers. 

High school diploma or GED is required.