OPEN POSITION: Client Services Specialist

POSITION: Client Services Specialist
DEPARTMENT: Front Office
SUPERVISOR: Client Services Supervisor
LOCATION: 29 Lowell St., Lewiston, ME 04240
FLSA STATUS: Non-Exempt (20-40 hours/week)

GENERAL DESCRIPTION OF RESPONSIBILITIES
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 orientations and tours, and assists with the training and supervision of volunteers.  Position requires evening hours and an occasional Saturday.

DUTIES INCLUDE BUT ARE NOT LIMITED TO

  • 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.
  • Attends ROPES and Front Office team meetings.
  • Assists the Program Assistant and Front Office Coordinator with client database, data collection, data entry and processes as related to clients and services so that statistical information can be collected.
  • 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.

EXPERIENCE
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.

EDUCATION
High school diploma or GED is required.