Participant Success Advisor

Easterseals•Fort Kent, ME

10d

About The Position

Fedcap Families, a member of The Fedcap Group, is seeking a mission-driven Participant Success Advisor in Fort Kent, Maine. The role serves as a front-line resource for program participants as they navigate Fedcap services and work toward greater self-sufficiency. The Advisor is part of a fast-paced, tech-savvy, detail-oriented, participant-facing team and performs customer service and administrative tasks that support participants and program contract requirements. This is a full-time position with a starting wage of at least $20.20 per hour. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The employer offers full-time employees a comprehensive benefits package and on-the-job training.

Requirements

High school diploma, GED, or equivalent education.
Two years of experience in a front-facing customer service, reception, front desk, office assistant, clerical, or office-based human services role.
Valid driver’s license and reliable transportation.
Demonstrated track record of providing exceptional customer service.

Responsibilities

Create a warm and welcoming environment for participants and visitors at the Opportunity Center.
Staff the Participant Success Center, answer calls, assist participants, and route calls as needed.
Call participants to schedule Welcome Meetings with their Career Advisors and prepare participants for participation.
Help participants prepare and submit support service requests aligned with their Career Plans, and collect supporting documentation.
Communicate daily with funders.
Ensure submissions are accurate and completed within tight turnaround times.
Run reports in FedcapCARES and use data to plan daily tasks.
Call participants and send reminders by regular mail and text message about appointments and activities.
Determine whether a reasonable circumstance exists for participants who have been absent.
Document participant contact in the case management system using well-written, concise case notes.
Respond to requests through email and the portal chat feature, answer questions about program requirements, and document and address participant concerns.
Conduct daily case audits to ensure program and eligibility requirements are met.
Promote Fedcap Inc. positively with participants, coworkers, and external stakeholders, and explain the services and benefits offered to customers.
Uphold agency policies and expectations and deliver performance in line with key performance indicators and targets.
Role-model Fedcap values and maintain quality in interactions and documentation with participants and stakeholders.