Customer Experience Specialist
About the role
The Customer Experience Specialist position will support the Department Monday – Friday on-site as telework is not provided. Additionally, the selected candidate may be required to stand for a period of time while completing duties and support additional CRC locations as needed.
This is a customer-facing position that will interface directly with walk-in customers in Health and Human Services. The incumbent will understand the CRC lobby workflow and processes in order to help guide customers through the proper steps required for their needs, or to the appropriate subject matter experts who can provide the customer with more detailed guidance. This position will also provide administrative back-up to clerical functions. The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction.
Responsibilities
- Greet, direct and screen customers for accessibility to all HHS programs and services helping as required.
- Act as an initial point of contact for the HHS walk-in customer.
- Assisting customers with check-in
- Directing customer to building amenities or waiting area
- Identifying situations requiring escalation (to liaison, case worker, management, etc.)
- Deescalate situations
- Intuitive to read the environment and respond appropriately
- Authentic interactions with customers
- Observant and aware of surroundings
- Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
- Maintain personal and professional competency via trainings.
- Ensure agency guests are appropriately directed and staff are notified.
- Interview and screen customers to understand their specific needs.
- Determine which workflow steps and processes are needed to