Customer Relations Specialist

Overview:

This position is responsible for providing high-level customer service in response to all customer and
stakeholder inquiries and leads.
Performance Measures: A successful Customer Relations Specialist will produce positive outcomes in
the following areas: volunteer yield and processing time; youth yield; youth/parent processing time;
customer satisfaction, quality ratings in customer relations processing leading to high match retention
and overall program children served and achievement of match goals as set by the Vice President of
Programs.

Essential Duties and Responsibilities:

  • All customer and stakeholder contacts are marked by an atmosphere of engagement and motivation.
  • Ensure that all volunteers and families receive an engaging, positive and personalized email and/or
    phone response promoting BBBS programs.

    • Effectively move the family and volunteer from the point of first contact to active enrollment.
    • Determine the best way to get family and volunteer investment in the enrollment process.
    • Identify and eliminate any barriers interfering with the initial enrollment process.
    • Responsible to ensure customer service process through to warm handoff to appropriate Enrollment
      and Match Specialist.
  • Persistently and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process. Maintain queues at a reasonable amount of inquiries as set by CEO and Vice President of Programs and overall National Standard Delivery Model.
  • Collaborate with other program service delivery staff to ensure smooth transition among functions, identifying how to best triage inquiries for needs of service delivery areas, identified as counties or zones.
  • Respond to all volunteer and parental contacts regarding their enrolled status (or that of their children). Insure that all such inquiries receive prompt and informative response and track in MatchForce.
  • Respond to all contacts requesting general information; communicating basic information, flexibility and volunteer choice.
  • Send forms or program information as needed to volunteers, families, school administrators, or any other interested party as appropriate by programmatic standards and safety policies.
  • Enter all inquiries and pertinent data into database, ensuring accuracy and timelines of information systems; support Programs with special programming projects that include short term data entry and data support.

Education & Related Work Experience:

  • Associate’s Degree or at least three years of experience in Customer Relations and/or Administration.

Required Skills and Knowledge:

  • Proficiency in technical areas such as Microsoft Office; including Word, Outlook, Access and Excel.
  • Excellent oral communication skills reflecting solid customer service both in-
    person and via the telephone;
  • Bilingual in Spanish
  • Ability to relate well in cross-cultural environments;
  • Ability to effectively collaborate with other volunteer match staff;
  • Ability to use time effectively;
  • Ability to focus on details;
  • Ability to adapt to shifting priorities
  • Ability to position and promote opportunities

Work Environment/Physical Requirements:

Routine office environment. Work hours and work location flexible to meet customer needs.

 

Core Competencies & High Performance Indicators

  • Attention to Detail: Able to review data/documents for accuracy and
    consistency; take action to prevent mistakes; follow procedures closely; keep records accurate and up to date.
  • Customer Focus: Able to build rapport with customers, listening and responding effectively and efficiently to meet their needs; identify unexpressed customer needs and potential products/services to meet those needs; prioritize work in alignment with the needs of the customer; use customer knowledge and feedback to improve own work results; provide a welcoming and inclusive experience for prospective volunteers, youth and families of diverse perspectives, talents, backgrounds and/or styles.
  • Flexibility & Achieving Change: Able to positively deal with changes that affect job requirements; adapt to shifting priorities in response to the needs of internal and external clients; quickly recognize situations/conditions where change is needed; work to clarify situations where information, instructions, or
    objectives are ambiguous; support organizational change.
  • Gets Results: Able to demonstrate high personal work standards and a
    sense of urgency about results; do everything possible to meet goals and deadlines without sacrificing quality; persist in the face of changing circumstances; accept responsibility for the outcomes of his/her own work.
  • Influencing: Able to persuade and enlist others’ support in accomplishing objectives; motivate/reassure prospective volunteers and youth/families to enrollment by using data or logic to aid them in their decision; use different
    influence approaches as appropriate.
  • Planning & Organizing: Able to create detailed work plans; balance the need for adequate planning with the need for action; avoid wasting
    time on tasks that yield low value; use resources efficiently; create and monitor measures to chart the progress and impact of assignments
  • Relationship Building: Able to deal effectively with people in order to get work accomplished; adjust own interpersonal approach to fit the
    interpersonal style/needs of others; recognize the impact of one’s behavior on others; build a network of internal and external contacts to meet job responsibilities.
  • Strategic Alignment: Able to align own work objectives with the organization’s strategic plan or objectives; act with an understanding of
    how the community affects the business and how own actions and decisions affect other jobs or outcomes.
  • Valuing Diversity: Able to seek out and work effectively with others who have
    diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from
    others about his/her own behavior that might be perceived as biased.

This is a permanent, full-time hybrid role based out of our Oakland office, with a great benefits package including health, vision and dental, flexible daytime hours, and occasional evening and weekend hours. We are currently working remotely. A hybrid working environment is available post-pandemic. OPTION FOR PART-TIME IF PREFERRED.

Apply

Due to the high volume of responses anticipated, we will only respond to candidates who are under consideration. No phone calls, please. BBBS of the Bay Area is an equal-opportunity employer.

Location: Bay Area, CA.

Reports to: Vice President of Programs

Number of People Supervised: 0

Salary: $47,500 – 50,000 Depending on Experience

 

Equal Employment Opportunity  

BBBSBA provides equal employment opportunities to all qualified individuals without regard to race, creed,  color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.  

Americans with Disabilities Act  

Applicants as well as employees who are or become disabled must be able to perform the essential duties &  responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.  

Job Responsibilities  

The above statements reflect the general duties, responsibilities, and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSA may change the specific job duties with or without prior notice based on the needs of the organization.