Customer Experience Specialist

Description We are looking for a compassionate Customer Experience Specialist to support a mission-driven non-profit organization serving the local community. This contract-to-permanent opportunity is ideal for someone who enjoys helping people, communicating clearly, and connecting individuals with the services they need. In this role, you will serve as a key point of contact for incoming inquiries while delivering thoughtful, accurate, and respectful support in a fast-paced call center environment.

Responsibilities:

• Handle incoming calls and inquiries, assess each situation carefully, and provide accurate guidance, service information, or appropriate referrals.
• Record client conversations and case details promptly in web-based platforms to maintain complete and accurate documentation.
• Stay informed on current programs, community resources, and service options so callers receive timely and relevant support.
• Work closely with colleagues and internal departments to coordinate responses and help resolve client needs efficiently.
• Deliver attentive, empathetic service across phone and digital communication channels while maintaining high quality standards.
• Use customer relationship management and call center systems to manage interactions, update records, and track follow-up activities.
• Support questions related to benefits, billing, or general service access by identifying next steps and escalating issues when needed. Requirements
• At least 1 year of experience in a call center, customer support, or high-volume service environment.
• Additional education beyond high school or an associate degree is preferred; equivalent practical experience will also be considered.
• Strong verbal and written communication skills with the ability to interact professionally and compassionately with diverse populations.
• Proficiency using web-based applications, CRM tools, chat platforms, and Microsoft Word, Excel, and PowerPoint.
• Experience handling inbound calls, documenting interactions, and navigating multiple computer systems at once.
• Background exposure to non-profit services, public health, social work, psychology, sociology, criminology, or related fields is preferred.
• Bilingual fluency in Spanish and English is strongly preferred.
• Familiarity with tools such as Avaya CMS, Epic software, ADP-related platforms, or similar business systems is a plus.

TalentMatch® Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .