Support Specialist

ACES • San Diego, CA

1d

About The Position

MISSION: The Support Specialist plays a critical role in delivering exceptional service by ensuring accurate, efficient, and utilization-focused scheduling that supports clients, families, and clinical teams. This role upholds ACES’ values of empathy, care, and fun while driving operational excellence and supporting organizational growth. SUMMARY: The Support Specialist serves as a key point of contact for incoming calls to ACES’ main line. This role is responsible for receiving and accurately documenting same day schedule changes, cancellations, and late reports, and ensuring timely communication to the appropriate internal teams. The Support Specialist also assists the clinical team with timestamp requests and general scheduling inquiries while providing a high level of customer service to both families and staff. day schedule changes, cancellations, and late reports, and ensuring timely communication to the appropriate internal teams. The Support Specialist also assists the clinical team with timestamp requests and general scheduling inquiries while providing a high level of customer service to both families and staff.

Requirements

• Ability to work independently with minimal supervision
• Strong initiative, attention to detail, and follow through
• Excellent verbal and written communication skills
• Highly organized with strong time management skills
• Proficiency with Microsoft Office and related software (email, databases, spreadsheets)
• Professional and positive demeanor
• Prior customer service experience required

Nice To Haves

• Previous insurance knowledge preferred
• Bilingual (Spanish) strongly required
• Exposure to behavioral health or ABA environments preferred but not required

Responsibilities

• Call Handling & Front-Line Support Serve as the primary point of contact for inbound phone calls from clients, families, and internal team members
• Answer calls promptly and professionally, gathering accurate information and routing requests appropriately
• Provide basic scheduling support documenting/communicating cancellations, and reschedule requests.
• Use call scripts and approved communication standards to ensure consistent messaging
• De-escalate routine concerns and escalate complex or urgent issues to leadership or scheduling partners
• Maintain a calm, supportive, and solution-oriented presence on every call
• Assist with coverage during high call volume periods/staffing gaps
• Process Adherence & Reliability Follow established call handling procedures, escalation paths, and documentation standards
• Complete assigned tasks accurately and within expected timelines
• Support audits and quality reviews as requested
• Maintain compliance with internal policies and best practices
• Support timestamp requests for Behavioral Interventionists and Clinical Supervisors
• Professionalism, Learning & Growth Demonstrate reliability through consistent attendance and punctuality
• Accept coaching and feedback to improve call quality and efficiency
• Participate in onboarding and ongoing training
• Contribute to a positive, team-oriented culture
• Remain professional and composed during difficult or emotional calls

Benefits

• Competitive pay and benefits
• Medical, dental, and vision coverage
• Paid vacation and sick time
• Retirement plan options
• Pet insurance
• Professional development and growth opportunities
• A collaborative and mission driven work environmentdriven work environment
• The opportunity to make a meaningful impact in the lives of individuals with autism and developmental differences

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed