POSITION TITLE: Client Relations Representative
REPORTS TO: Client Services Manager
FLSA STATUS: Full-time (40 hours), Non-Exempt
GENERAL DESCRIPTION:
The Client Relations Representative (CRR) works closely and in conjunction with the other Client Relations Representative to provide a welcoming atmosphere for any and all individuals contacting or entering Bivona Child Advocacy Center. This person has a clear understanding of the comprehensive services that are provided to the children and families coming to Bivona and ensures that the entire intake process includes the highest level of customer service. Due to the nature of the work at Bivona, the CRR must demonstrate a high level of integrity and respect while maintaining confidentiality surrounding the day-to-day functioning of the agency.
*The Client Relations Representative position is supervised by the Client Services Manager. This position is full-time at 40 hours per week, with potential evening coverage until 7:30p.m. Coverage is coordinated with the other Client Relations Representative and the Client Services Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serves as a reception point-person for all individuals entering the building. Assists staff, Team, Board and Committee members when they are in the building.
- Answers all main-line telephone calls and triages them to the appropriate person or partner agency.
- Greets all visitors in a trauma-focused, customer friendly manner while maintaining building safety procedures using the security access systems, as well as a high level of integrity and confidentiality.
- Welcomes clients and introduces appropriate check-in procedures as appropriate for individual appointments. Distributes necessary paperwork, copies insurance information (if needed). Collects intake paperwork once completed.
- Accurately monitors and inputs all client appointments into the Team-Up Calendar.
- Offers and demonstrates individual care and comfort to children and families requiring attention or in distress. Monitors and assesses clients’ needs on an ongoing basis.
- Assists with training, scheduling, and supervising new front desk volunteers.
- Receives, sorts, dates, and distributes all incoming mail and faxes.
- Confirms and prepares for all committee meetings and trainings including: room/food set-up, ordering lunch, preparing supplies if needed.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for position; able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION AND EXPERIENCE:
High School Diploma plus two to three years of experience working with the public, record keeping and data management. Experience working with children and families is desirable, and respect for diverse family systems is a must.
SKILLS, KNOWLEDGE AND ABILITIES:
- Excellent typing and computer skills
- Ability to respond quickly, calmly and compassionately to address any escalating client issues in the waiting room area, requesting assistance from staff as needed
- Proficient with Microsoft Office
- Filing, record keeping, invoicing and inventory control experience
- Capable of handling a changing work schedule (days and hours) with other CRR
- Familiarity with office equipment such as facsimile, postage meter, multi-line phone system
- High level of accuracy and organization skills
- Ability to multi-task within a busy environment
- Exceptionally high level of integrity, confidentiality, and dependability
- Willing to participate in a trauma-informed training to become knowledgeable and comfortable with the population served
- Respect for diversity and a commitment to providing culturally competent and inclusive services
PHYSICAL REQUIREMENTS:
- Ability to bend, squat, climb stairs and lift 25 pounds frequently
A review of this position has excluded the marginal functions of the position that are incidental
to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.
