Overview:

Under general supervision, this position is responsible for facilitating, investigating and resolving complex and sensitive service-related customer service matters involving Child Care Service Clients and Providers; analyzing existing and proposed service delivery practices, policies and procedures to ensure the equitable provision of services and a timely response to customer needs; providing recommendations for improvements in customer service delivery process, relations and administration; attending community events and meetings to educate and answer customers inquiries; and serving as a liaison to develop and maintain relations with community partners and contracting agency.

Essential Duties and Responsibilities

• Investigates, analyzes and renders final determinations on complex service-related disputes involving customers.
• Serves as program ombudsman and resolves high-profile disputes on behalf of the company and its contracting agency timely and accurately.
• Functions as an intermediary to research, intervene or otherwise assist disputing parties in reaching an agreement.
• Advocates client viewpoints to management on decisions directly affecting service-related concerns.
• Examines causes of customer concerns and initiates corrective action with management to improve customer relations.
• Serves as liaison to contracting agencies to build consensus and strengthen rapport in support of strategic direction, mission, and goals.
• Analyzes and recommends improvements in customer service policies, systems, programs, and services.
• Develops and implements innovative customer service initiatives targeted to specific client needs.
• Attends community and related meetings with customers and providers and explain program and processes.
• Assists in outreach activities to maintain wait list pool for the Childcare Solutions program.
• Coordinates with operations staff to resolve any and all customers service and related matters.
• Reports on a regular basis on matter of importance, whether outstanding or on going to the Director.
• Provide operational support to the Child Care Department and Quality Initiative Program.
• Manage special projects and perform other duties as assigned.

Skills/Qualifications:

• Bachelor degree from an accredited university or college in a relevant field of study and two (2) years of experience working in the public or private sector, preferably in a field of customer relations, or

• Associate Degree from accredited college with four (4) years of experience working in the public or private sector, preferably in a field of customer relations, or

• High School Diploma or equivalent from an accredited educational institution with six (6) years of experience working in the public or private sector, preferably in a field of customer relations.
• Skilled at conveying empathy and attending to, and understanding the comments and questions of others. Ensures that all concerns or needs are understood before responding.
• Excellent verbal and written communication skills.
• Demonstrated customer service skills, problem-solving and critical thinking skills.
• Ability to maintain composure under difficult circumstances and effectively deal with clients or providers when they are angry or upset.
• Demonstrated computer skills, with experience using word processing and spreadsheet software programs.
• Ability to develop and maintain effective working relationships with management, co-workers, and the general public.
• Familiarity with the communities being served, with knowledge and understanding of local needs and resources.

• Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements and scheduling needs.
• Attention to detail, ability to focus on the project or task at hand and consistently deliver error free results.
• Bilingual in English and Spanish strongly preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands for finger coordination, reach with arms and hands, pulling standard file cabinet and vertical file drawers, lift/carry 10 pounds of paper, drive a vehicle, stoop, kneel, talk and hear. Occasional travel required