Customer Service Specialist Russian or Armenian Strongly Preferred

Child Care Resource Center • Palmdale, CA

2d • Onsite

About The Position

Under general supervision, the Customer Service Specialist provides technical customer service assistance to Child Care Resource Center customers through incoming phone calls and in-person interactions at the Customer Support Center. The role works collaboratively with Agency departments to maintain current knowledge of programs and procedures and provide accurate information to customers. It also includes general clerical support and data entry.

The position serves parents, providers, and other interested parties by handling customer communications, receiving and processing documents, maintaining records, and supporting Agency workflows. It is fully onsite in an office environment and may require non-traditional schedules, including evenings. Some business-related travel or driving is required; staff may select their mode of transportation. Drivers acting on behalf of CCRC must meet the Agency’s approved-driver requirements.

Candidates must meet the stated education and customer-service experience requirements, demonstrate proficiency with Windows-based programs and data entry, and be able to manage high call volume. Russian or Armenian language skills are strongly preferred in the job title; the preferred qualifications also identify conversational, writing, and/or translation ability in English and Spanish, Armenian, or Russian. Background and health clearances may apply according to the programs supported and the duties of the position.

Requirements

• Minimum high school diploma or equivalent.
• One year of customer service experience.
• Demonstrated proficiency and experience with Windows-based programs and data entry.
• Ability to handle high call volume.
• Effective interpersonal skills and 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.
• Organization, cooperative work, customer service, collaborative teamwork, accuracy, problem-solving, and critical-thinking skills.
• Regular, reliable, and predictable attendance.
• Ability to prioritize, multitask, adjust to competing demands, follow tasks through completion, and meet deadlines.
• Flexibility, mature judgment, and ability to work collegially.
• Ability to exercise discretion, maintain confidentiality, use good judgment, work independently, and take initiative.
• Must follow confidentiality requirements, including those concerning PII, HIPAA, and PHI, and comply with Agency policy and legal requirements.
• Must follow technological security requirements in accordance with Agency policy and legal requirements.
• Must be able to work non-traditional schedules, which may include evenings.
• Background check required; additional clearances may apply depending on the supported program and position duties.
• For driving on behalf of CCRC, staff must become an approved driver and meet the requirements, including maintaining current auto insurance and a current California Driver’s License and receiving DMV clearance.

Nice To Haves

• Bilingual ability to converse, write, and/or translate in English and Spanish, Armenian, or Russian; Russian or Armenian is strongly preferred in the job title.
• Experience with MS Word and Excel.

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 and route calls professionally and record wrap-up codes.
• Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate departments of arrivals.
• Communicate clearly, courteously, attentively, and professionally with customers.
• 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 visitor 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.

Benefits

• 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