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Customer Experience Specialist
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Robert Half
San Diego, CA (In Person)
Full-Time
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Job Description
Description We are looking for a Customer Experience Specialist to join a mission-driven non-profit organization serving the community. This contract-to-permanent opportunity is ideal for someone who is energized by helping others, navigating client needs with empathy, and delivering thoughtful support through a high-volume contact center environment. In this role, you will connect individuals to essential resources, provide clear guidance, and contribute to a service experience centered on dignity, responsiveness, and community impact.
Responsibilities:
- Handle incoming calls and messages from clients, offering accurate information, next-step guidance, and appropriate resource referrals based on individual needs.
- Record customer interactions in web-based platforms with a high level of accuracy, completeness, and timeliness.
- Stay informed on available programs, services, and community resources so information shared with clients remains current and reliable.
- Partner with internal departments and support teams to coordinate resolutions and ensure client concerns are addressed effectively.
- Deliver compassionate, attentive service across every interaction while maintaining quality standards and responsiveness expectations.
- Use call center and customer management tools to track inquiries, update case details, and support consistent follow-through.
- Assist with customer questions related to service access, benefits, or billing matters while ensuring a positive client experience. Requirements
- At least 1 year of experience in a call center, customer support, or similar service-focused role.
- 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 interact clearly, professionally, and empathetically.
- Comfortable working in web-based systems and customer service technology, including CRM platforms, chat tools, and Microsoft Office applications.
- Experience handling inbound calls and documenting interactions efficiently in a fast-paced environment.
- Background exposure to public health, social services, psychology, sociology, criminology, or a related field is preferred.
- Bilingual proficiency in Spanish and English is strongly preferred.
- Familiarity with tools such as Avaya CMS, Epic software, and other customer support platforms is a plus.