Customer Relations Specialist (Youth Programs)

Big Brother & Big Sister of Independence Region•Philadelphia, PA

2d•Hybrid

About The Position

AGENCY OVERVIEW JOIN A FORWARD-THINKING AGENCY THAT SEEKS TO ENSURE THAT ALL YOUTH ACHIEVE THEIR FULL POTENTIAL. Big Brothers Big Sisters Independence (BBBSI) is the largest BBBS agency in the state and fourth largest in the nation. Our mission is to ignite the power and promise of youth and close the mentoring gap, by creating and supporting one-to-one mentoring relationships and strengthening the quality of the mentoring field. JOB DESCRIPTION BBBSI seeks a Customer Relations Specialist. In this position, the ideal candidate has the chance to support the agency by effectively performing customer relations services for the “Bigs” (volunteers) that serve as mentors, “Littles” (youth) that are mentees, and parents, guardians, and families. This position is a critical role in efficiently processing program participants through the enrollment process from inquiry through to the ready to be matched phase. They will be responsible for scheduling program interviews, processing background checks, completing references and other pieces of the enrollment process. This position reports to the Senior Manager, Customer Relations. This position is hybrid with a required in-office presence at BBBSI’s Philadelphia office location weekly, including responsibilities related to processing mailed background checks, fingerprinting volunteers, and other enrollment-related administrative functions that must be completed onsite. Occasional regional travel within the agency’s seven-county service area in Southeastern PA and Southern NJ may also be required. Candidates with a strong connection to the community that BBBSI serves, and the Southeastern Pennsylvania/Southern New Jersey area receive preferential consideration. You will love it here if you 1) set the bar high 2) are intentional and thoughtful about your choices 3) collaborate as means to community solutions 4) are positive, can-do, and solution-oriented 5) embrace justice, equity, diversity, and inclusion, and 6) are accountable and get it done.

Requirements

High School Diploma and 4 years relevant experience OR associate's degree and 2 years relevant experience OR Bachelor's Degree.
Experience in human services, with youth service organizations and socioeconomically diverse populations is preferred.
Spanish-speaking skills are a plus.
Must effectively use BBBSI’s internal database systems for tracking and recording information.
Experience working with intake processes, customer service, and documentation preferred; proficiency in using databases for documentation and Microsoft Office software packages including Word, Outlook Access and Excel.
Must demonstrate leadership, dedication, and an interpersonal savvy that helps establish effective relationships and an appropriate rapport with people; have attentive and active listening skills; take a sales/marketing approach to interaction with youth clients and volunteers; are results/outcome oriented; are approachable, organized; and demonstrate sound judgment in a leadership capacity.

Nice To Haves

Candidates with a strong connection to the community that BBBSI serves, and the Southeastern Pennsylvania/Southern New Jersey area receive preferential consideration.

Responsibilities

Serves as an initial point of contact for volunteer and parent/guardian inquiries related to BBBSI programs and enrollment processes.
Manages the intake of program Clients and Volunteers.
Quickly and efficiently respond to volunteer and parent/guardian inquiries regarding enrollment and the status of interviews.
Respond to general volunteer inquiries and positively represent BBBSI and our programs to all those who contact us.
Obtain preliminary information and schedule/coordinate volunteer and child enrollment interviews.
Works closely with the program team to follow-up with volunteers to ensure paperwork is completed, returned, background checks are submitted, and online training is completed in an appropriate amount of time.
Through phone and email communication in an office setting, perform initial volunteer/child mentoring match work by checking volunteer references.
Perform volunteer background checks and handle identity documentation.
Assists with the background check update process for current Bigs.
Perform internet searches to help ensure the potential volunteer’s public record and online presence appear appropriate and free of any significant concerns
Adheres to SOPs for assigned processes
Contributes to Team’s overall metrics
Collaborates with other service delivery staff to ensure a smooth transition among functions. (Collaborates with School-based and Community-based Enrollment and Match teams to ensure a smooth transition among functions.)
Applies child safety and risk management knowledge, policies and procedures to all aspects of job.
Utilize all BBBSI online databases and computer programs to accurately record and update client and volunteer information.
Reach an average Client Satisfaction Survey Score: 4 or higher (to be developed)
During periods of the year, Customer Relations Specialist may be asked to conduct volunteer and client interviews for School-based and Community-based programs
May be asked to work occasional weeknight and weekend hours to support volunteer enrollment, family engagement, interviews, trainings, agency events, or other organizational needs.
Perform additional duties and responsibilities as assigned, consistent with the needs of the organization