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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 compassionate Customer Experience Specialist to support community members by delivering responsive, service-focused assistance in a mission-driven non-profit environment. This contract opportunity is based in San Diego, California, and is ideal for someone who thrives in a fast-paced call center setting while helping individuals connect with essential programs and resources. The person in this role will handle incoming inquiries, maintain accurate records, and work closely with internal partners to ensure each interaction is handled with care and consistency.
Responsibilities:
- Manage a high volume of incoming calls and respond to questions with clear, helpful, and empathetic service.
- Guide individuals to appropriate programs, community resources, or next steps based on their specific needs.
- Enter complete and timely notes into web-based platforms and customer record systems after each interaction.
- Stay informed on available services, eligibility details, and organizational updates to provide accurate information.
- Coordinate with internal departments to resolve concerns and support positive outcomes for clients.
- Maintain a thoughtful and respectful communication style across phone, chat, and written correspondence.
- Use call center and CRM tools to track interactions, follow up on outstanding issues, and support service quality.
- Support billing- or benefits-related inquiries when applicable and direct complex matters to the appropriate teams. Requirements
- At least 1 year of experience in a call center, customer support, or contact center environment.
- Postsecondary education preferred; equivalent relevant experience combined with education beyond high school will also be considered.
- Strong verbal and written communication skills with the ability to handle sensitive conversations professionally.
- Proficiency with web-based applications, CRM systems, and standard Microsoft Office tools such as Word, Excel, and PowerPoint.
- Ability to learn and navigate customer service technologies such as Avaya CMS, Epic, and related computer programs.
- 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.
- Demonstrated ability to document details accurately, manage multiple tasks, and remain organized in a high-volume setting.