Job Description

Job Description

Job Description

CUSTOMER RELATIONS SPECIALIST

JOB SUMMARY:

Reporting to the Customer Relations Manager, Big Brothers Big Sisters of Metro Atlanta (BBBSMA) is seeking a dynamic and mission-driven Customer Relations Specialist to join the agency at its headquarters in Atlanta, GA. This is a full-time, salaried, exempt position.

Essential to the BBBSMA brand, the primary function of the Customer Relations Specialist is to engage with all individuals who inquire about our programs or organization and to convert potential volunteers into mentors by guiding them through the application process. Responsibilities include converting inquiries into applications, conducting reference checks for volunteer applicants, scheduling participant interviews, leading orientations, and answering questions about our programs.

The purpose of this position is to educate and learn about our program participants through conversations and training sessions, so we can uncover the best ways to serve them and help them find their ideal match in a timely and efficient manner.

An ideal candidate will have:

• A passion for the mission of BBBSMA
• Strong commitment to the values of justice, equity, diversity, and inclusion
• Proficiency in Microsoft Office; including Word, Outlook, and Excel
• Experience welcoming customers with genuine and friendly enthusiasm over the phone, in virtual chats, and in person.
• Ability to communicate clearly and concisely, while adapting style to suit customers by problem solving, using excellent phone skills, and resolving conflict
• Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction
• Aptitude to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating
• Ability to relate well in multicultural environments
• Effective collaboration skills
• Ability to effectively organize and manage a large case load with attention to time sensitive deadlines
• Ability to prioritize multiple tasks and use time effectively in a fast-paced environment
• Ability to focus on details, collect meaningful data, and draw solid conclusions
• Ability to use all systems to manage the customer flow to deliver a 5-star customer experience
• Working knowledge of and use of a CRM, (this position uses Salesforce), preferred

ESSENTIAL RESPONSIBILITIES:

• Conduct calls with potential participants
• Respond to telephone inquiries from volunteers and parents
• Provide program information to clients and initiate processing of clients applying to the program
• Determine eligibility of all clients
• Schedule orientations and make reminder calls
• Conduct family and volunteer orientations
• Accurately document all communications into the CRM system
• Make and document all referrals when appropriate
• Perform administrative duties regarding all intake services
• Update and maintain confidential files of all applicants
• Maintain computerized data relating to volunteers to ensure accuracy and timeliness of information
• Ensure a high-level of proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function
• Collaborate with other departments to ensure smooth transition among functions and follows process through to next point of contact
• Participate in speaking and recruitment opportunities on behalf of the agency
• Maintain an up-to-date understanding of all program models and departments within the organization to be able to route any inquirer to the right program or department

WORK ENVIRONMENT:

• Routine office environment. Flexible work hours to meet customer needs. This position is in our Atlanta office; hybrid work schedule as created with the Program Manager, determined by best hours and location to meet program participant needs.
• Must be available up to 2 Saturdays a month and be able to work until 7:30 pm for 3-4 days per week.
• Must be able to remain in a stationary position 50% of the time.
• Constantly operate a computer and other office productivity machinery (e.g., printer, copy machine).
• Must be able to communicate information and ideas clearly and accurately so others will understand.

QUALIFICATIONS:

Your professional background must meet one of the following requirements:

• Bachelor’s degree in social science or a related field
• Associate’s degree with at least 2 years of relevant work experience in administrative roles in related fields, such as social services, child development, or education
• High school diploma with at least 4 years of relevant work experience in the related fields listed above
• 2-3 years of experience in customer relations and/or administration is preferred

• Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint

• Working knowledge of and experience with a customer relations management (CRM) system is a plus (Salesforce preferred)

• Bilingual positions require candidates to write and speak Spanish fluently

• Must successfully complete a background check and pre-employment drug screen prior to hire

COMPENSATION & BENEFITS:

1. Starting Salary : $45,000–$47,025, with considerations based on relevant experience and qualifications.
2. Benefits : BBBSMA offers generous benefits, including:

• Subsidized medical insurance
• Voluntary dental and vision insurance
• Employer-paid life insurance
• Short-term and long-term disability insurance
• Immediate vesting and enrollment in a 403(b) plan with up to a 4.5% employer match.

About Big Brothers Big Sisters of Metro Atlanta

For 63 years, Big Brothers Big Sisters of Metro Atlanta (BBBSMA) has transformed the lives of children in our community through a proven youth development strategy: one-to-one mentoring. The mission of Big Brothers Big Sisters is to create and support one-to-one mentoring relationships that ignite the power and promise of youth. The agency serves approximately 1,300 children from 12 metro Atlanta counties on an annual basis.

Location:

BBBSMA HQ

The Met, 680 Murphy Ave. SW, Atlanta GA 30310 Suite 1090

For more information about BBBSMA please visit

Nondiscrimination and Equal Employment Opportunity :

BBBSMA does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Job Tags

Full time, Temporary work, Work experience placement, Immediate start, Flexible hours, Saturday, 3 days per week,

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