Support Staff II- Customer Service Specialist

Primary Duties And Responsibilities

• Greets clients, visitors, and guests; determines the purpose of each person’s visit and directs or escorts him/her to the appropriate location.
• Operates multi-phone line system.
• Answers, screens, and directs phone calls to staff and takes messages when needed.
• Maintains and logs utilization of petty cash.
• Orders supplies.
• Manages and provides oversight to the lobby.
• Insures and authorizations.
• Performs other duties as assigned.

Education And Qualifications

• A high school diploma or GED is required.
• Some college or business courses are preferred.
• A valid Michigan Driver’s license, appropriate insurance, and use of one’s own vehicle are required.
• Excellent interpersonal, written/verbal, and customer service skills are necessary.
• Expert multi-line phone operator experience is preferred.
• A basic understanding of administrative and clerical procedures and systems is required.
• Previous experience working with children and individuals with behavioral health needs is helpful.
• Criminal background checks and clearances as required by licensing, agency, or other governmental and accreditation requirements are necessary.
• The ability to provide culturally competent services that shows sensitivity to the service population’s cultural and socioeconomic characteristics is required.

Working Conditions

• General office setting at reception area workstation.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
• Some non-traditional hours such as evenings, or weekends may be required.
• Travel may be required.

Core Competencies

• Customer Service: Regularly responds to customers in a courteous and timely manner with focus on providing quality services.
• Job Knowledge: Demonstrates mastery of basic principles, techniques, and skills related to job, consistently applying technical and procedural competence.
• Professionalism: Consistently presents a positive image of self and the agency, operating with integrity and credibility.
• Planning & Organization of Work: Reliably demonstrates time management skills through advance planning in order to deliver high quality work product within deadlines.
• Relationship / Leadership: Exhibits ability to develop cooperative relationships based on mutual respect and trust, treating others fairly, consistently listening, openly and actively encouraging others to express candid and differing views.
• Judgement & Problem Solving: Shows ability to review facts and information using sound judgment to arrive at the most effective solution and when appropriate seeks supervisory assistance.
• Quality & Accuracy: Consistently presents work product that is thorough, accurate, and effective in accomplishing intended purpose of assignments.
• Initiative & Independence: Demonstrates ability to effectively complete work tasks with minimal direction from supervisor and take initiative to increase effectiveness of work and that of the department.
• Reliability / Dependability: Exhibits consistency in performance and reliably follows through on tasks and assigned responsibilities.
• Temperament: Maintains emotional control, a positive perspective, and effectively responds to stress on the job.