Customer Service Specialist

Detail-oriented, public contact position within the Service Navigation program. Work involves entering information into a computer, performing specialized customer services or performing specialized customer assessment and eligibility services for STEP's One-Stop Program. Provides customers with resource and referral information to meet identified needs. Work involves recording and processing data, maintaining customer files, and following up on incomplete information. QUALIFICATIONS Strong communication skills including listening, understanding, informing, and speaking; amiable disposition and ability to remain professional when dealing with telephone callers or visitors; Demonstrable experience with utilizing databases and/or spreadsheets, utilizing standardized formulas correctly, entering data accurately and printing reports; and, High school diploma or GED certificate and one year of experience in office work. GENERAL REQUIREMENTS Computer experience with word processing, spreadsheet and database programs; familiarity with data entry into databases and spreadsheets and their printing; Pennsylvania State Police Criminal History Clearance, Child Abuse Clearance, and FBI Clearance current within 90 days of employment; and a Motor Vehicle Record check; Recognizing and Reporting Child Abuse training completed within 90 days of hire; Nontraditional work hours, as assigned; Participation in job-related trainings, as assigned; Valid driver's license and an adequately insured vehicle available for daily use; and, Physical ability to perform essential job functions without any health restrictions, including the ability to sit for long periods of time, stand, lift and carry up to twenty pounds, have unrestricted use of the upper body, corrected or uncorrected hearing and vision within normal ranges and a clear speaking voice. SPECIFIC DUTIES Explain program requirements to customers; refer customers to other programs, as appropriate; Collect intake, assessment and eligibility information as appropriate; input information for documentation purposes; Perform eligibility pre-screenings and respond with appropriate disposition of case; Work collaboratively and provide support to Service Navigation team and other departments as needed or directed; If appropriate, determine Community Services Block Grant (CSBG) eligibility utilizing program procedures and guidelines; Gather and enter data and written materials into various program software; produce records, reports, labels, and information as requested or directed; Enter select data accurately into the web-enabled database; when requested, verify information in database for requesting staff; As appropriate, assemble materials for file and maintain client tracking system for funding source and re-determination purposes as necessary; Perform registrations, assessments, referrals, eligibilities, and redeterminations based on laws and funding regulations regarding income, family size, and other factors; Educate individuals and families about all service choices; Follow established agency procedures, as well as securing all required documentation from consumers; Ensures file compliance within databases and paper files for all navigation files in conjunction with Information Technologies; Assist Service Navigation Manager with the timely submission of necessary reports for programs; ? Assist Service Navigation Manager with data collection to allow for reports to be completed by deadlines; Maintain up-to-date familiarity with all pertinent regulations and policies; Track and report time spent on program services; Provide assigned customer service tasks to support One-Stop intake, assessment, information & referral, and eligibility processes; File forms, records, reports and retrieve information from files; maintain filing system; Receive or retrieve information, compile facts, figures and statistics and type reports; Purchase supplies a

Detail-oriented, public contact position within the Service Navigation program. Work involves entering information into a computer, performing specialized customer services or performing specialized customer assessment and eligibility services for STEP's One-Stop Program. Provides customers with resource and referral information to meet identified needs. Work involves recording and processing data, maintaining customer files, and following up on incomplete information. QUALIFICATIONS Strong communication skills including listening, understanding, informing, and speaking; amiable disposition and ability to remain professional when dealing with telephone callers or visitors; Demonstrable experience with utilizing databases and/or spreadsheets, utilizing standardized formulas correctly, entering data accurately and printing reports; and, High school diploma or GED certificate and one year of experience in office work. GENERAL REQUIREMENTS Computer experience with word processing, spreadsheet and database programs; familiarity with data entry into databases and spreadsheets and their printing; Pennsylvania State Police Criminal History Clearance, Child Abuse Clearance, and FBI Clearance current within 90 days of employment; and a Motor Vehicle Record check; Recognizing and Reporting Child Abuse training completed within 90 days of hire; Nontraditional work hours, as assigned; Participation in job-related trainings, as assigned; Valid driver's license and an adequately insured vehicle available for daily use; and, Physical ability to perform essential job functions without any health restrictions, including the ability to sit for long periods of time, stand, lift and carry up to twenty pounds, have unrestricted use of the upper body, corrected or uncorrected hearing and vision within normal ranges and a clear speaking voice. SPECIFIC DUTIES Explain program requirements to customers; refer customers to other programs, as appropriate; Collect intake, assessment and eligibility information as appropriate; input information for documentation purposes; Perform eligibility pre-screenings and respond with appropriate disposition of case; Work collaboratively and provide support to Service Navigation team and other departments as needed or directed; If appropriate, determine Community Services Block Grant (CSBG) eligibility utilizing program procedures and guidelines; Gather and enter data and written materials into various program software; produce records, reports, labels, and information as requested or directed; Enter select data accurately into the web-enabled database; when requested, verify information in database for requesting staff; As appropriate, assemble materials for file and maintain client tracking system for funding source and re-determination purposes as necessary; Perform registrations, assessments, referrals, eligibilities, and redeterminations based on laws and funding regulations regarding income, family size, and other factors; Educate individuals and families about all service choices; Follow established agency procedures, as well as securing all required documentation from consumers; Ensures file compliance within databases and paper files for all navigation files in conjunction with Information Technologies; Assist Service Navigation Manager with the timely submission of necessary reports for programs; ? Assist Service Navigation Manager with data collection to allow for reports to be completed by deadlines; Maintain up-to-date familiarity with all pertinent regulations and policies; Track and report time spent on program services; Provide assigned customer service tasks to support One-Stop intake, assessment, information & referral, and eligibility processes; File forms, records, reports and retrieve information from files; maintain filing system; Receive or retrieve information, compile facts, figures and statistics and type reports; Purchase supplies a