POSITION TITLE: Client Relations Specialist- Lake County

STATUS: Non-Exempt, FT GRADE: 1

SALARY: $40,000 - $42,500

DEPT/PROGRAM NAME: Youth & Family Potential

REPORTS TO: Tanika Williams-McGill

SUMMARY: The Client Relations Specialist – CCR&R educates visitors about YWCA programs and available services and addresses member concerns about Child Care Assistance. The Client Relations Specialist assists in management of the office environment and provides the required administrative support. The Client Relations Specialist is active in promotion of synergy across YWCA programs and in Racial Justice work.

COLLABORATES WITH: The administrative Manager and administrative Team. Early Childhood Financial Empowerment Services Directors, Team Coordinators, YWCA staff members, Parents and Child Care Providers throughout the Chicagoland Area.

ESSENTIAL RESPONSIBILITIES: Member Contact: Educate visitors about the YWCA’s available services. Assist members with completion of required forms and assessments. Conduct member screening to evaluate the need for immediate support and to facilitate referral and linkage to appropriate community services. Use appropriate judgment in upward communication regarding client or member concerns.

Administrative duties: Perform a variety of office support duties including processing and distribution of mail, copying, faxing and filing. Provide administrative support for the department.

Office Management: Assist with managing and updating the lobby and other areas of the office. Ensuring areas are cleaned and organized with all materials needed.

NON-ESSENTIAL RESPONSIBILITIES: Participate in administrative and program meetings, as appropriate. Promoting and educating individuals about all programs and assisting clients in navigating the Child Care Assistance Program, Tummy, and other programs offered within the YWCA.

OTHER DUTIES AS ASSIGNED: Other duties outside of the responsibilities of the position may be assigned but not limited to; special projects, tasks force or other assignments.

QUALIFICATIONS: At minimum, six months of customer service and administrative support experience, within a service-oriented environment, are required. The position requires a proactive self-starter and skills that include: a demonstrated ability to work independently; to handle multiple assignments and tasks; and to apply and comply with various policies and procedures. Good telephone etiquette and ability to communicate in a courteous and professional manner are necessary for the role. Intermediate level of skills with MS Office and Outlook are required; skills with database management, proficiency with spreadsheets and internet search applications are necessary. Experience in the organization and implementation of office projects and filing systems, databases and calendars is required. A general knowledge of community resources is desirable.

Discretion is required for handling of documents and for member concerns. Demonstrated respect and appreciation for working in a multi-ethnic and multi-cultural work environment must be evident. The Client Relations Specialist must be able to work effectively with members who may show stress and impatience.

Professional Training Required: A minimum of fifteen (15) hours of professional training related to Early Childhood and/or to the responsibilities of the position is required annually.

*Note: A bilingual Client Relations Specialist who works with a foreign language speaking community must demonstrate cultural competency with that community and fluency in both English and the community’s language (oral and written).

EDUCATION REQUIRED: A High School diploma, or GED, is required. An associate’s degree or a progress toward completion of a degree is preferred.

CERTIFICATION(s) REQUIRED:NA

OTHER REQUIREMENTS: N/A

WORK ENVIRONMENT: The work environment includes offices; members and visitors may visit with children. The noise level is usually moderate. Movement requirements include walking, stooping or kneeling. There may be a need to reach, lift or move objects, such as packages, supplies and computers. Normal (or corrected) vision range; ability to see color and to distinguish letters, numbers and symbols are necessary to the work, which may require close viewing. Occasionally may need to lift and/or move up to 30 pounds. Communication needs include seeing, hearing and speaking. While in the office, there will be periods of sitting, holding a telephone and using computers. Reasonable accommodations will be made for an incumbent to meet the essential responsibilities of the position.

WORK SCHEDULE: Monday – Friday, 7:45 am-4:00pm. Schedule can vary depending on the needs of the agency.