BILINGUAL CUSTOMER RELATIONS SPECIALIST
JOB SUMMARY: Reporting to the Customer Relations Manager, Big Brothers Big Sisters of Metro Atlanta (BBBSMA) is seeking a dynamic and mission-driven Bilingual customer Relations Specialist to join the agency at its headquarters located in Atlanta, GA. This is a full-time, hourly, non-exempt position.
Essential to the BBBSMA brand, the primary function of this position is the responsibility of processing all volunteer and child applications. This includes obtaining references and initializing background checks. The purpose of this position is to ensure that each participant is processed timely and efficiently to the next stage in the enrollment process.
An ideal candidate will have:
- A passion for the mission of BBBSMA
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Strong commitment to the values of justice, equity, diversity, and inclusion
- Proficiency in Microsoft Office; including Word, Outlook, and Excel
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Excellent oral and written communication skills reflecting solid customer service both in-person and telephone.
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Ability to form and sustain appropriate child, adult volunteer-based relationships based on positive youth development and volunteer satisfaction
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Ability to effectively assess and execute the following relational support skills: guiding, supporting, confronting, advising and/or negotiating
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Ability to relate well in multicultural environments
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Ability to effectively collaborate with other program staff
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Ability to effectively organize and manage a large case load with attention to time sensitive deadlines
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Ability to prioritize multiple tasks and use time effectively in a fast paced environment
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Ability to focus on details, collect meaningful data, and draw solid conclusions
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Bilingual positions require incumbents to write and speak Spanish fluently
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Working knowledge of and use of a CRM, (this position uses Salesforce), preferred
ESSENTIAL RESPONSIBILITIES:
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Conduct scheduled and inquiry calls with potential participants
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Responsible for responding to telephone inquiries from volunteers and parents
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Provide program information to clients and initiate processing of clients applying to the program
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Determine eligibility of all clients based on pre-requisite questions during inquiry call
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Schedule volunteers for orientation and make reminder calls
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Accurately document all inquiries into the CRM system
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Conduct background check on all volunteers using the Verified Volunteer data system
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Make and document all referrals when appropriate
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Perform administrative duties regarding all intake services
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Update and maintain confidential files of all applicants
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Maintain computerized data relating to volunteers to ensure accuracy and timeliness of information
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Ensure a high-level of proficiency in applying child safety and risk management knowledge, policies and procedures throughout all aspects of job function
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Collaborate with other departments to ensure smooth transition among functions and follows process through to next point of contact
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Participate in speaking and recruitment opportunities on behalf of the agency
WORK ENVIRONMENT:
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Routine office environment. Flexible work hours to meet customer needs. This position is located in our Atlanta office, though may require local travel.
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Flexible work hours to meet customer needs. Hybrid work schedule available. Saturday and evening schedule availability (until 7:30 pm) is required.
QUALIFICATIONS:
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A high school diploma, or GED equivalent. Bachelor’s degree preferred.
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At least 1 year of experience in an administrative capacity, including data entry and word processing experience.
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Proficiency in Microsoft Office; including Word, Outlook, and Excel.
- Must successfully complete a background check and pre-employment drug screen prior to hire.
COMPENSATION & BENEFITS:
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Base hourly rate starts between $18-19/hour, based on experience.
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BBBSMA offers generous benefits including subsidized medical insurance, voluntary dental and vision, and employer paid Life Insurance, Short Term Disability, Long Term Disability. We also offer immediate vesting and enrollment in a 403(b) plan with up to a 4.5% employer match.
About Big Brothers Big Sisters of Metro Atlanta
For 61 years, Big Brothers Big Sisters of Metro Atlanta (BBBSMA) has transformed the lives of some of the most vulnerable children in our community through a proven youth development strategy: one-to-one mentoring. The mission of Big Brothers Big Sisters is to create and support one-to-one mentoring relationships that ignite the power and promise of youth. The agency serves approximately 1,100 children from 12 metro Atlanta counties on an annual basis.
Location:
BBBSMA HQ
The Met, 680 Murphy Ave. SW, Atlanta GA 30310
For more information about BBBSMA please visit http://bbbsatl.org
Nondiscrimination and Equal Employment Opportunity:
BBBSMA does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.