Duties and Responsibilities:

• Greets, directs, and provides eligibility criteria/mandates to customers before they are assisted by Intake staff
• Advises customers of IVR and Walk-In appointment process
• Multi-line phone system - Respond to all incoming customer calls, answer questions and/or transfer calls to appropriate intake specialist or department
• Must be able to perform outstanding customer service to consumers by providing compassionate, active listening, and responding to customer's needs in a timely manner.  Follow-through of promises made to consumers is expected
• Must be knowledgeable of and educates customers on all SCCAA program services as well as other agency program services to make proper customer referrals
• Must be able to multi-task, as it is required that various other duties are to be completed simultaneously while maintaining the front desk
• Must be able to provide clear and comprehensive answers to inquiries from customers

Skills and Specifications:

• Excellent verbal and written communication skills required
• The ability to multi-task effectively
• Understanding of diverse cultures
• Excellent organizational skills with the ability to prioritize workload and meet deadlines
• Must have strong knowledge of a variety of computer software applications in word processing, spreadsheets, and presentations (MS Word, Excel, and PowerPoint)

Education and Experience:

• High School Diploma or GED and/or an associate degree in Social Work or related field from an accredited college or university; or a technical school certification and/or 5 years of equivalent work experience in social services
• Minimum of two (2) years of work experience in providing data entry and/or customer service in a social services agency or non-profit agency, exhibiting  a passion for working with low-income customers