AmeriCorps-Customer Relations Specialist

Position Description

Position Summary:

Our Customer Relations Specialist will be patient, poised, and professional. They will be responsible for providing high-level customer service in response to all customer and stakeholder inquiries, leads, and volunteer screenings. A successful Customer Relations Specialist will produce positive outcomes in the following areas: volunteer yield and processing time; youth yield; youth/parent processing time; customer satisfaction, and quality ratings in customer relations processing, leading to high match retention.

This volunteer position is funded through the AmeriCorps program, performing service activities on behalf of The City of Davenport with the member serving at Big Brothers Big Sisters. This is a 6 month contract with a commitment to serve at a minimum of, 900 hours while receiving a living allowance of $6,050.00 paid in increments every two weeks. The member will receive an educational award of $2,822.50 upon successful completion of the contract. The member does have the option to serve 2 contracts at a minimum of 1800 hours while receiving a living allowance of $12,100, paid in increments every two weeks (this option would be an 11 month contract). Given the second option the member would receive an education award of $5,645.00. Education awards can be put toward tuition, student loans or school expenses.Members that are age 55 or older on the day they begin service who earn an AmeriCorps education award are eligible to transfer the award to a child, grandchild or foster child. The “transferee” must be a US citizen or lawful permanent resident alien of the US and may use the education award for the repayment of qualified student loans or to pay current educational expenses at a Title IV educational institution.

Service Responsibilities:

  1. All customer and stakeholder contacts are marked by an atmosphere of engagement and motivation.
  2. Ensure that all volunteers and clients receive an engaging, positive and personalized response promoting BBBS programs.
  • Effectively move the volunteer and client from the point of first contact (inquiry) to active enrollment (interview).
  • Determine the best way to get volunteer and client investment in the enrollment process.
  • Identify and eliminate any barriers interfering with the initial enrollment process.
  • Follow process through to next point of contact.
  1. Obtain preliminary contact information and schedule enrollment interview within prescribed time frame.
  2. Send enrollment forms and program information as needed to volunteers and clients.
  3. Collaborate with other program staff to ensure smooth transition among functions.
  4. Respond to all volunteer or parental calls, emails, or web inquiries regarding involvement with agency or their enrollment status (or that of their children). Ensure that all such inquiries receive prompt and informative response.
  5. Respond to all calls requesting general information; communicating basic information, flexibility and volunteer choice.
  6. Persistently and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process.
  7. Check reference and conduct criminal and child abuse background checks for volunteers. Immediately bring to the attention of program staff any concerns surfacing during reference checking that may influence the volunteer enrollment process.
  8. Promote BBBS and present volunteer options to references.
  9. Ensure that all match files are accurate, timely, and in accordance with the Service Delivery Model.
  10. Ensure the Standards of Practice, Service Delivery Model, and BBBSMV Policies and Procedures are being followed at all times.
  11. Enter all inquiries and pertinent data into AIM, ensuring accuracy and timelines.
  12. Encouraged to participate in BBBS fundraisers and special events which generate funding for AmeriCorps projects.
  13. The program may require the member to engage in other allowable activities that are not specifically outlined in the position description, but that support the AmeriCorps program design and which help the program meet its goals. In no circumstance will members be asked to perform prohibited activities outlined in the Member Service Agreement.

Qualifications: At least 1 year of customer relations experience. Working towards a bachelor’s degree in social services or related field preferred. Must be proficient in Microsoft Office, including Word, Outlook, and Excel. Must possess excellent oral and written communication skills. Must have the ability to use time effectively, work independently, focus on details, relate well to multi-cultural environments, and collect meaningful data to draw conclusions.

Qualified individuals with disabilities and those from diverse backgrounds are strongly encouraged to apply. We provide reasonable accommodations for qualified individuals and conduct all activities in fully accessible settings.