Customer Relations Specialist

Position Summary

The Customer Relations Specialist is an integral part of our program team, dedicated to providing exceptional support and fostering positive relationships with our valued participants. You will serve as the first point of contact for inquiries, eligibilities and applications in support of Big Brothers Big Sisters of Rhode Island. (BBBSRI). Emphasis is placed on cultivating a customer-focused image of BBBSRI, ensuring a positive inquiry experience, and maintaining the highest level of confidentiality at all times.

Our Mission

Create and support one-to-one mentoring relationships that ignite the power and promise of youth.

Each employee of BBBSRI helps to extend the mission of the agency in particular ways as outlined in the position description. The essential functions of the position include, but are not limited to:

Program-Related Responsibilities

• Project a positive, enthusiastic image of BBBSRI in all interactions
• Maintain the highest level of confidentiality at all times
• Maintain a solid working knowledge of BBBSRI Mentoring Programs and Donation Center operations, to be prepared to address questions about the organization
• Lead person responsible for checking Mentoring emails, voicemails, and other platform inquiries; respond to prospective volunteer and youth referral phone calls; check voicemail and any platforms receiving inquiries and respond within 24 hours; ensure that all volunteers and youth referrals receive an engaging, positive and personalized phone/email response promoting BBBSRI programs; ensure that team members are informed of calls/messages in a timely manner
• Complete youth eligibilities with parent/guardians; Present unclear inquiry eligibility cases during program meetings for discussion. Provide information regarding programs and eligibility criteria to community organizations or businesses that may call inquiring about youth referrals or mentoring opportunities; refer recruitment opportunities to the Senior Director, Marketing
• Document all volunteer and youth/family inquiry follow-up attempts ; ensure to follow attempts process and time lines. Maintain client/volunteer database (Matchforce) and enter in required information for the agency as related to volunteers and mentee participants
• Effectively move all applicants from the point of first contact to active enrollment
• Provide Customer Relations metrics updates at team meetings and document monthly Customer Relations Metrics
• Process DCYF CANTS Reports bi-weekly
• Ensure incoming digital forms are distributed to appropriate program team member
• Assist with and/or attend mentor/mentee activities in partnership with Program Staff and Directors
• Provide COO with important Matchforce and BBBSA updates as they are released
• Complete meeting minutes for meetings as assigned
• Other duties as assigned

Program Recruitment Responsibilities:

• Provide Marketing department with Customer Relations report as needed to assist with identifying recruitment trends.
• Send monthly text messages to closed inquiries, providing updates to keep them engaged.
• Send monthly emails to school and youth-serving list-servs, with recruitment updates
• Publish monthly recruitment-focused posts on city/town social media platforms; Regularly monitor and respond to questions/comments on these posts.
• Generate Inquiries reports for board reports, including the calculation of conversion rates.
• Assist with distribution of marketing materials digitally, in-person or via mailings
• Attend and/or assist at education and outreach events, which may require evening or weekend work; follow up with inquiries obtained from education and outreach events
• Assist with monthly, quarterly, and annual volunteer and youth/family source tracking
• Other duties as assigned

Education and Experience:

A minimum of a high school diploma or equivalent. Additional training/experience for office administrative assistant preferred. At least 1 year of experience in a busy office environment is required; knowledge/familiarity with business office equipment.

Knowledge, Skills and Competencies:

• Customer focused—good rapport with donors, families and potential volunteers. Must be able to excel in fast paced environment.
• Requires demonstrated poise, tact, and diplomacy
• Ability to maintain confidentiality in all aspects of the work environment
• Good interpersonal and communication skills—verbal, written, and listening
• Work well independently, as well as a member of a team
• Extremely detail-oriented and good follow-up skills
• Dependable—reports to shift on time and performs job duties as assigned
• Good sense and sound judgement on general matters
• Well organized; detail oriented; good follow-up skills

· Intermediate proficiency with Microsoft Office suite. Database experience a plus

· Comfortable utilizing social media platforms

Physical Demands:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands; balance, stoop, kneel or crouch; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Generally in an office environment. The noise level in the work environment is usually moderate. Employee is occasionally exposed to outside weather conditions.

Job Type: Part-time

Pay: $19.00 per hour

Expected hours: 20 – 25 per week

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off
• Work from home

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Hybrid work

Work Location: Hybrid remote in Providence, RI 02909