Customer Service Specialist

at  Child Care Resource Center

Expected Hourly Pay Rate:
$20.00
Work where your work matters. Work at CCRC.
CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission’s success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing!
General Summary
Under general supervision, the Customer Support Center (CSC) Specialist provides technical customer service assistance to CCRC customers via incoming phone calls, as well as walk-ins at the Customer Support Center. In addition, the CSC Specialist will also work collaboratively with Agency departments to maintain knowledge of various Agency programs and procedures and provide general clerical support and data entry services within the department.
Essential Job Duties

Provide customer service and support to parents, providers, and other interested parties including the following responsibilities:

• Operate main telephone switchboard ACD software program for all sites. Answer calls in a professional manner from parents, providers, and other interested parties who may have questions, concerns, or inquiries. Directing calls to the appropriate party(ies) or voicemail box and identifying the ACD wrap up code for all calls. 30%
• Extend a warm greeting to all Agency visitors and verify family’s enrollment by checking NOHO system. Announce their arrival to the appropriate department(s). 30%
• Organize, open and sort mail and/or documents received by parents/ providers coming into the CSC. Accurately and efficiently data enter all documents received into the CSC Database log, date stamp all documents and forward to appropriate department(s). 20%

Job Specifications

• Minimum high school diploma /GED and one year of customer service experience.
• Strong interpersonal skills; the ability to honor confidentiality, and work sensitively and supportively with participating families.
• Demonstrated proficiency and experience with Windows-based programs and data entry. Data entry skills (typing 35wpm with a maximum of 5 % error ratio). MS Word and Excel experience preferred.

Review the job flyer for all the job details, requirements, and benefits:
Customer Service Specialist
Background check required. As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including:
Live Scan Clearance / DOJ Fingerprinting: For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).
Health Clearance: For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with “at risk” populations, CA Code of Regulations Title 22, §101216, CA Health and Safety Code 1596.7995, and/or Head Start Program Performance Standards 1302.93)
MVR / DMV clearance in accordance with CCRC’s liability insurance provisions: For positions where driving is required.
Child Development Permit: For positions working in an educational capacity (California Education Code Sections 44242.5, 44340, and 44341)
CPR / Pediatric CPR certification: For certain identified positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health & Safety Code 1596.865 – 1596.866)
Federal Department Checks: For positions acting in a principal capacity to federal funds (Head Start Program Performance Standards 1304.11, Code of Federal Regulations Title 2 Grants and Agreements 2.180.320 and 2.180.995)

At CCRC, passion and meaningful work is rewarded! We offer employees:

• Competitive compensation package
• Robust benefit offerings -Medical, Dental, Vision, and Voluntary Life Insurance
• Basic Life Insurance and Long Term Disability paid for by CCRC
• Employer Contribution and Employer Match in the 403(b) Retirement Savings Plan with 100% vesting
• Generous Time Off Policy-Vacation and Sick Time, Holidays, and Paid Winter Break
• Opportunities for learning and professional development, including education reimbursement
• Employee Assistance and Wellness Programs
• 501(c) (3) designation-You can apply for Public Service Loan Forgiveness!

We have doubled in size over the past 10 years. We provide child development and early education, workforce development opportunities, child care financial assistance, Head Start preschool and Early Head Start services and more for close to 50,000 parents, children, and child care providers each month in Northern Los Angeles County, including Antelope Valley, and the entirety of San Bernardino County, including an office in Victorville, serving a total geographic area of 22,500 square miles.
Child Care Resource Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Accommodations: If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at (818) 717-1000 ext. 6599 or email them at Recruiting@ccrcca.org

• Operate main telephone switchboard ACD software program for all sites. Answer calls in a professional manner from parents, providers, and other interested parties who may have questions, concerns, or inquiries. Directing calls to the appropriate party(ies) or voicemail box and identifying the ACD wrap up code for all calls. 30%
• Extend a warm greeting to all Agency visitors and verify family’s enrollment by checking NOHO system. Announce their arrival to the appropriate department(s). 30%
• Organize, open and sort mail and/or documents received by parents/ providers coming into the CSC. Accurately and efficiently data enter all documents received into the CSC Database log, date stamp all documents and forward to appropriate department(s). 20