Customer Experience Specialist

Description We are looking for a compassionate Customer Experience Specialist to support a mission-driven non-profit organization serving the community. This contract opportunity with permanent potential is ideal for someone who thrives in a high-volume service environment and is motivated by helping individuals access meaningful support and resources. In this role, you will serve as a key point of contact for incoming inquiries, provide accurate guidance, and help ensure each interaction is handled with professionalism, empathy, and efficiency.

Responsibilities:

• Handle incoming calls and inquiries, offering clear information, guidance, and appropriate service referrals based on each individual's needs.
• Record client conversations and case details accurately in web-based platforms to maintain complete and timely documentation.
• Stay informed on community programs, organizational services, and support resources to provide reliable assistance.
• Work closely with internal departments and team members to coordinate responses and resolve client concerns effectively.
• Deliver thoughtful, respectful, and solutions-focused service across every phone and digital interaction.
• Use call center and customer management tools to track activity, manage communications, and support daily workflow requirements.
• Assist with questions related to services, benefits, or billing matters while ensuring information is communicated clearly and professionally. Requirements
• At least 1 year of experience in a call center, customer service, or client support environment.
• Associate's degree preferred; additional post-secondary education combined with relevant experience will also be considered.
• Strong written and verbal communication skills with the ability to handle sensitive conversations professionally.
• Proficiency with web-based applications, CRM systems, chat tools, and Microsoft Office programs including Word, Excel, and PowerPoint.
• Familiarity with call center platforms and customer support technology such as Avaya CMS, Epic, or similar systems is preferred.
• Background in non-profit services, public health, social work, psychology, sociology, criminology, or a related field is a plus.
• Bilingual fluency in Spanish and English is strongly preferred.

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