Customer Service Specialist

Position Summary The primary function of this position is to monitor the daily activities and operations of the Incoming Call Bank under the direction of the Central Services Manager. Duties Responsibilities Process Lead Responsibilities: Analyzes, coordinates, and reviews the activities of the Incoming Call Bank team to assure quality. Prepares, monitors, and maintains staff’s call answering schedules. Evaluate the Incoming Call Bank processes and procedures for needed modifications and make recommendations to the Central Services Manager. Develop training materials, facilitate training, and best practices. Manage, maintain, and troubleshoot the Zoom Contact Center phone system. Lead team meetings as needed. Collaboratively evaluates staffing needs and ensures that the personnel needs of the department are being met; develops and reviews job descriptions for unit staff positions. Serves as liaison for the Incoming Call Bank with Central Services, and Regional and Assistant Regional Managers to coordinate a balance between Incoming Call Bank and Regional Office responsibilities, as necessary. Assist with Random moment sampling, reaching out to staff regarding unanswered samples, and assisting with any questions or concerns. Front Desk Responsibilities: Greet visitors; determine nature and purpose of visit/confirm appointment, call staff /escort visitor to meeting room, monitor visitor log, and issue badges. Answer and handle incoming calls on the Division’s main phone lines, as necessary, which includes: Make complex inquiries of callers to determine appropriate call routing Respond to inquiries from clients to provide or clarify information on division services. Resolve or refer customer service issues to designated personnel for further investigation. Retrieve and forward voicemail from general mailbox includes call-offs, general inquiries, etc. Retrieve incoming faxes and forward to appropriate personnel or department. Retrieve and forward email inquiries from our websites contact us form. Maintain complex staff and contact information directories with notes for special call handling instructions, which are updated weekly based on the staff itinerary. Maintain front desk procedural manuals, updating as needed. Perform administrative support tasks such as proofreading and correcting errors, transcribing, and keyboarding, operating office equipment and computers. Serves as support and backup for Central Support and the Administrative Services Unit: 1. Making travel arrangements for staff 2. Completion of monthly university vehicle mileage reports 3. Processing incoming and outgoing mail 4. Assist with translation requests for care coordination teams 5. Assist with processing of APORS, NBHS, SSI and Prior Approvals. 6. Maintain the Administrative Services Unit SharePoint site. 7. Assist other departments as necessary to support DSCC’s mission. Performs miscellaneous duties as assigned Perform other related duties and participate in special projects as assigned.