JOB TITLE:  Customer Relations Specialist (CRS)

DEPARTMENT:   Program  Team

REPORTS TO:  Executive Director 

LOCATION:   Island County

FLSA STATUS:  Non-Exempt

OUR MISSION: The Big Brothers Big Sisters of Island County (BBBSIC) mission is to provide children facing adversity with strong and enduring, professionally supported, one-to-one relationships that change their lives for the better, forever.

Each employee of Big Brothers Big Sisters of Island County helps to extend the mission of the agency in specific ways as outlined in the position description. The essential functions of the position include but are not limited to the following:

JOB SUMMARY:

This position is responsible for providing high-level customer service in response to our clients and staff. The Customer Relations Specialist will efficiently and professionally respond to volunteer and family inquiries and enter data into the database system. They will begin the client enrollment process in a timely manner and ensure a smooth transition to the next member of the Program Team. Their responsibilities will include ensuring appropriate responses to all initial contacts made to the agency, conducting the multi-layered background and reference checks needed for volunteer enrollment, and other administrative duties as required. This position will connect children facing adversity with positive adult mentors that can help transform their future. Position may require evening and weekend hours for participant related needs. 

JOB RESPONSIBILITIES:

Essential Functions, Responsibilities and Accountabilities:

• Ensure that the customer’s (volunteer, child and family) experience is marked by an atmosphere of engagement and motivation and that all customers receive an engaging, positive and personalized response promoting Big Brothers Big Sisters.
• Assist in effectively moving the volunteer from the point of first contact to active enrollment in a timely fashion.
• Respond to all volunteer and family calls requesting information. 
• Process all child and family inquiries, including any pre-screen interviews, in a timely fashion. 
• Respond to all parental calls of inquiry regarding the enrolled status of their children and ensure that all such inquiries receive prompt and informative response.
• Conduct criminal background checks and references for volunteers. Establish the legal identity of the volunteer through original documentation. Immediately bring to the attention of the Program Team any concerns surfacing during the reference checking which may influence the volunteer enrollment process.
• Ensure high-level proficiency in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job      function. 
• Maintain compliance with the professional program standards set by BBBSA and all agency policies.
• Maintain documentation to assure accountability, effectiveness, and efficiency including input and management of the Agency Information Management (AIM) system. 
• Assure that all evaluations and accountability reports are submitted credibly and on time.
• Collaborate with other service delivery staff to ensure smooth transition among functions.
• Identify and eliminate any barriers interfering with the completion of the enrollment process.
• Assist in hosting a year-end match appreciation party, participating in activities like; the creation of invitations, distribution of materials to participants, planning appropriate activities, or other tasks as needed.
• Assist with the planning, preparation and execution of agency sponsored match activities, fundraisers, and events as assigned. 
• Participate in achieving team and agency goals.
• Initiate ongoing enhancements to agency practices.
• Other duties as assigned by Executive Director.

AGENCY SUPPORT RESPONSIBILITIES: 

• Utilize educational opportunities and related resources to improve agency service.
• Promotes and maintains cooperative working relationships with other community organizations.
• Participates in agency events to assist with annual fundraising goals.
• Assumes other responsibilities as they arise.
• Establish, monitor and meet goals for new match growth, match length, support contact compliance, and customer      satisfaction. 
• Coordinate with other staff members to identify possible partners and partnerships, staff and promote agency      events, and provide support for other efforts as necessary.
• Other duties as assigned by the Executive Director. 

• Bachelor's degree is recommended for this position; a degree in social services, human services or related field preferred. 
• Experience with youth service organizations preferred.
• Access to reliable automobile, valid driver’s license, auto insurance required.
• Understanding of child development and family dynamics required.
• Understanding of issues/barriers that impact children and families from underserved populations. 
• Able to effectively collaborate with staff from all other agency departments. 
• Ability to effectively promote the agency mission and vision, both internally and externally.
• Ability to work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported.
• Ability to collect meaningful data and draw solid conclusions. 
• Proficient in Microsoft Word, Excel and Outlook required; ability to quickly learn and accurately use database systems.
• Able to work independently exercising good judgment, decision-making and problem-solving skills.
• Able to succeed in a fast-paced environment required. 
• Understanding of confidentiality and ability to maintain strict confidentiality of sensitive information required.
• Regular work weeks will include some evening and/or weekend hours in order to best serve our families and volunteers.
• Excellent oral and written communication skills reflecting solid customer service both in-person and via the telephone.
• Excellent attention to detail and time management skills.

WORK ENVIRONMENT:

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Routine office environment.
• Occasional independent travel
• Physical demands: While performing duties of job, employee is required to stand; walk; sit; reach with hands and arms; talk; and hear. Employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 
• Work environment: The noise level in the work environment is usually moderate.
• Phone time: Approximately 30% of work will be spent on the phone contacting volunteers, parent/guardians, and Littles 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, physical demands or required skills. BBBS of Island County may at its discretion add to or change the duties of the position at any time. 

Employment with BBBS of Island County is “at will,” meaning that either the employee or BBBS of Island County may end the employment relationship at any time and with or without cause.

EQUAL EMPLOYMENT OPPORTUNITY

BBBS Island County is committed to the principle of equal employment opportunity for all qualified individuals. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

AMERICANS WITH DISABILITIES ACT

Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation.  The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.