Customer Service Specialist Russian or Armenian Strongly Preferred

Child Care Resource Center • Palmdale, CA

3d • Onsite

About The Position

Under general supervision, the Customer Service Specialist provides technical customer service assistance to CCRC customers through incoming phone calls and in-person interactions at the Customer Support Center. The position works collaboratively with Agency departments to maintain up-to-date knowledge of Agency programs and procedures and ensure accurate information is shared with customers. The role also provides general clerical support and data entry services within the department.

The position serves parents, providers, and other interested parties by handling phone and in-person inquiries, processing documents and mail, maintaining records, and supporting Agency operations. It is fully on site in an office environment. Some business-related travel or driving is required, and the schedule may include non-traditional hours such as evenings.

Requirements

• High school diploma or equivalent.
• At least one year of customer service experience.
• Proficiency and experience with Windows-based programs and data entry.
• Ability to handle high call volume.
• Effective interpersonal skills, including the ability to honor confidentiality and work professionally with participating families.
• Ability to work effectively with internal and external clients.
• Demonstrated written and oral communication skills.
• Ability to learn and perform multiple job functions and understand the workflow of other units within the CCS Department.
• Cooperative work habits, organization, customer service, collaborative teamwork, accuracy, problem-solving, and critical-thinking skills.
• Regular, reliable, and predictable attendance.
• Ability to prioritize, multitask, adjust to multiple demands, follow tasks through completion, and meet deadlines.
• Flexibility, maturity of judgment, and the ability to work collegially.
• Ability to exercise discretion, maintain confidentiality, use good judgment, work independently, and take initiative.
• Ability to comply with confidentiality requirements concerning PII, HIPAA, and PHI, as well as Agency and legal requirements for technological security.
• Ability to work non-traditional schedules, which may include evenings.
• Some business-related travel or driving is required. Employees who drive on behalf of CCRC must first become approved drivers and meet requirements including a current California Driver’s License, current auto insurance, and DMV clearance.
• Background check; additional clearances may apply depending on the supported program and role.

Nice To Haves

• Ability to converse, write, and/or translate in English and Spanish, Armenian, or Russian; bilingual skills are preferred.
• Experience with MS Word and Excel.

Responsibilities

• Serve as the first point of contact for parents, providers, and other interested parties in person and over the phone.
• Operate the Agency’s main telephone switchboard using ACD software, answer calls professionally, route them appropriately, and record wrap-up codes.
• Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate departments of their arrival.
• Communicate clearly, courteously, and attentively, maintaining a professional tone in all interactions.
• Explain Agency programs, policies, and procedures to customers.
• Enter information accurately and efficiently into CCS logs.
• Receive, organize, and process mail and documents submitted by parents and providers.
• Log documents in the CSC Database, date-stamp them, and forward them to the correct departments.
• Maintain accurate records and assist departments in locating visitors or document information.
• Perform general clerical duties, including scanning, photocopying, filing, faxing, typing, and mail processing.
• Collaborate with other departments to share information and support smooth workflows.

Benefits

• Competitive compensation package.
• Medical, dental, vision, and voluntary life insurance.
• Basic life insurance and long-term disability paid for by CCRC.
• Employer contribution and employer match in the 403(b) retirement savings plan, with 100% vesting.
• Vacation and sick time, holidays, and paid winter break.
• Learning and professional development opportunities, including education reimbursement.
• Employee assistance and wellness programs.
• Eligibility to apply for Public Service Loan Forgiveness based on the organization’s 501(c)(3) designation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED