Fiscal Management Services Customer Service Specialist

Position Summary

The FMS Customer Service Specialist is responsible for responding promptly to questions, troubleshooting technical problems, and maintaining accurate records within the FMS Program. The FMS Customer Service Specialist will handle all general incoming calls and emails to the department, allowing the team to focus on their assigned roles and responsibilities.

Essential Functions (Primary Duties)

• Respond to all day-to-day phone calls and department emails by all parties.
• Diagnose customer problems by providing troubleshooting and support to resolve issues.
• Provide reeducation to all parties on proper completion of mandated documentation, including but not limited to activity notes, timesheet submissions, and training verifications.
• Document all interactions and updated demographic information within the agency database within 24 hours.
• Cook with internal FMS staff as needed to ensure follow up or status updates on ongoing processes such as new hire paperwork or timesheet/invoice processing.

Role Qualifications

• Excellent computer skills with knowledge of Word, Excel, and web-based systems.
• Function as part of a team, working cooperatively with colleagues and supervisor.
• Excellent interpersonal skills.
• Able to remain highly organized with acute attention to detail.
• Flexibility to adapt to a rapidly changing work environment.
• Effective time-management skills.
• Able to effectively identify issues and develop, recommend, and implement a solution.
• Must have reliable means of transportation.
• Must complete criminal history clearances – PA State Police Clearance and Child Abuse Clearance.
• Fluent in English and Spanish (verbal and written) required.

Education/Relevant Work Experience

• Education: High school diploma or GED required. Associate or bachelor's degree preferred.
• Work Experience: Minimum of 1 year working with individuals with disabilities or in a human services or related field required.
• Personal Experience: Minimum of 2 years working with an individual with disabilities may be considered.