Customer Service Specialist (FRC - SB)

Child Care Resource Center • San Bernardino, CA

13d • 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 role collaborates with Agency departments to maintain current knowledge of programs and procedures, share accurate information with customers, and provide general clerical and data-entry support.

This is a project-based position with an anticipated end date of June 30, 2028. Assignment duration is subject to business and program needs and may be modified accordingly. Employees in project-based positions may apply for other CCRC opportunities for which they meet the minimum qualifications.

The position is fully on site in an office environment. It requires the ability to work non-traditional schedules, which may include evenings, and some business-related travel or driving.

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, adapt to competing demands, follow tasks through completion, and meet deadlines.
• Flexibility, maturity of judgment, and ability to work collegially.
• Ability to exercise discretion, maintain confidentiality, use good judgment, work independently, and take initiative.
• Compliance with confidentiality requirements, including PII, HIPAA, and PHI, and with Agency technology-security policies and legal requirements.
• Ability to work non-traditional schedules, potentially including evenings.
• Some business-related travel or driving is required. Staff may use any transportation mode. Employees who drive on behalf of CCRC must be approved drivers and meet requirements, including maintaining current auto insurance and a current California Driver’s License and receiving DMV clearance.
• Completion of background checks; additional clearances may apply depending on the role and supporting program.

Nice To Haves

• Experience with Microsoft Word and Excel.
• Ability to converse, write, and/or translate in English and Spanish, Armenian, or Russian.

Responsibilities

• Serve as the first point of contact for parents, providers, and other interested parties in person and by 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 while maintaining a professional tone.
• Frequently 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 appropriate departments.
• Maintain accurate records and help departments locate visitors or document information when needed.
• Perform clerical duties such as scanning, photocopying, filing, faxing, typing, and mail processing.
• Collaborate with other departments to share information and support smooth Agency workflows.
• Participate in departmental, Agency, and professional meetings and workgroups as assigned, and perform other assigned duties related to the essential functions of the job.

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 Agency’s 501(c)(3) designation.

What This Job Offers

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