https://www.glwd.org/about-us/our-team/careers/bilin-client-services-specialist/

9.24.21

Bilingual Client Services Specialist

About God’s Love We Deliver

For people living with severe illness in the New York City metropolitan area, God’s Love We Deliver provides nutrition therapy, and cooks and home delivers medically tailored meals. We are a non-sectarian organization. All of our services are provided free to clients and full of love.

About the Role

  • Salary: $22.00/hr plus eligibility for an annual performance-based increase
  • Insurance: Excellent Health, Dental and Vision insurance at low cost to employees
  • Retirement Savings Plan: 403B with up to a 2% match each pay period 
  • Benefits: FSA, HSA and Commuter Transit 
  • Paid Time Off including 
    • 15 Days of annual Paid Vacation Time Off, increasing with length of service
    • 12 days of annual Paid Sick Time 
    • 10 paid holidays
  • A rewarding work environment: working in Client Services to help prepare meals for New Yorkers living with severe illness
  • A collaborative work environment: Everyone works together to contribute their talents and their ideas
  • A fun work environment:  Periodic staff breakfasts and lunches, a monthly Happy Hour, a fun Holiday Party to celebrate you and all of our essential workers  

This role requires someone to communicate fluently in Spanish and English.

We seek a Client Services Specialist to join our Client Services Team to help bring our life-changing program to more New Yorkers. The Client Services Specialist is the first point of contact for anyone wishing to enroll in our meal-delivery program and supports client engagement efforts with compassion and care. If you’re looking to join a team of dedicated professionals making an impact across the NY metro area, this is the place for you!

Essential Duties and Responsibilities

  • Provide high-quality customer support to our many existing and prospective clients, from initial inquiry to ongoing program questions.
  • Create a rapport with our clients; support them through their challenges accessing our life-changing program.
  • Thrive in a fast-paced environment tackling an array of client issues through phone and email.
  • Learn about our program requirements, including eligibility; adhere to established guidelines and procedures and track your work with detail-oriented data entry.
  • Engage with other team members and departments in collaborative problem-solving to address the needs of clients
  • Manage relationships with external partners that refer clients, as needed
  • Attend meetings and training’s that support the work of God’s Love We Deliver, as needed

More specifically, the Client Services Specialist must:

  • Answer calls and respond to emails in a high volume environment
  • Respond to client inquiries both telephonically and by email
  • Help resolve client complaints
  • Provide clients with product and service information
  • Enter new client information into system
  • Update existing client information
  • Process requests, forms and applications
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Follow up on client calls when necessary

Document all client data information according to standard operating procedure

About You:

You are highly self-motivated and empathetic, with a strong desire to provide support to clients living with a serious illness. You are looking for a collaborative, team-oriented environment, and you are energized by connecting clients to services. In addition, you meet the following requirements:

  • Strong speaking and written communication skills
  • Ability to organize, manage and complete multiple tasks in a high-volume, time-sensitive environment
  • Demonstrated customer service skills
  • Proficiency with the Microsoft Office (Excel, Word, Powerpoint) and familiarity with Access
  • Inherently empathetic; can bring abundant patience, compassion, and listening skills to understand client needs and respond effectively
  • Must be able to learn quickly to acquire the knowledge to answer client questions accurately

Required:

  • Fluency in Spanish and English

For this role, we prefer:

  • Prior experience in the call center field and/or as a call center agent
  • Prior experience in a social services organization or equivalent

 

Interested in Applying for this Role?