https://www.glwd.org/about-us/our-team/careers/clientservicesspecialist/

2.4.21

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

We seek a Client Services Specialist focused on assisting people living with HIV/ AIDS 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 with an HIV or AIDS diagnosis 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!

 

 

 

 

Position Objectives and Expectations

  • Maintain client activity and documents in accordance with government funding requirements to provide our services to people living with HIV/AIDS.
  • 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 trainings that support the work of God’s Love We Deliver, as needed
  • Spread the word about God’s Love We Deliver’s services to organizations and people.

More specifically, the Client Services Specialist must:

  • Recruit clients to our service through tabling and presentations to external organizations
  • Answer calls and responds 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 the system
  • Update existing client information
  • Process requests, forms, and applications
  • Identify and escalate priority issues
  • Route calls to the appropriate resource
  • Follow up on client calls when necessary
  • Document all client data information according to the 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:

  • A Bachelor’s Degree or a minimum of 1 year of experience in customer support
  • Prior experience working with people living with HIV/ AIDS
  • Strong speaking and written communication skills
  • Bilingual (English/Spanish)
  • 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
  • Ability to attend evening meetings once per month

For this role, we prefer:

  • Proven track record excelling in meeting the requirements of government-funded work
  • 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?