Citizens Resource Specialist

CATAWBA INDIAN NATION•Rock Hill, SC

1d•Onsite

About The Position

The Citizens Resource Specialist will be responsible for acting as a primary point of contact for providing exceptional customer service to Catawba Nation community members. The Citizens Resource Specialist will work alongside divisions, departments, and entities to holistically meet the needs of community members who contact our Nation in need of assistance by connecting them to all applicable resources, and by streamlining services to create a system of services that best meets our community’s needs. This position requires that the Specialist implement plans for better service, work with diverse teams to execute those plans, and ensure that the objectives for customer service are met. This position will report directly to the Office Manager of Executive Leadership.

Requirements

High School Diploma or equivalent required
2-3 years’ experience in customer-facing service required
Ability to effectively use computers including email and Microsoft Office including Outlook, Teams, Word, Excel, and Powerpoint.
Proven exceptional communication and organizational skills
Possess a clean, valid state Driver’s License and be insurable under the Tribe’s insurance policy.

Nice To Haves

Associate’s Degree preferred.
3-5 years’ experience in customer service preferred.
1-2 years’ experience in administrative support (or related position) preferred
Ability to work evenings or weekends as required

Responsibilities

Receives inbound communications and provides exceptional, compassionate, and enthusiastic service.
Aggressively pursues new and better ways to meet customer service goals for our community.
Creates systems of service that are accessible and effective for holistically addressing challenges and opportunities for our citizens and their household members.
Works with the Office Manager of Executive Leadership to gather information about how to best refine our customer service approach.
Tracks and reports data pertaining to customer service, including but not limited to inbound call volume, frequently asked questions, frequently reported opportunities for improvement, etc.
Manages housing and rental requests, processing paperwork and payment, and scheduling accordingly.
Provides team-based support to the Office of the Chief of Staff, Office Manager of Executive Leadership, and other departments and positions as directed by the Office Manager.
Maintains strict confidentiality.
Performs other duties as assigned.
Manages round room rental requests, accepting payments, and scheduling accordingly.