Customer Service Specialist (Bilingual English/Armenian Highly Preferred)

General Summary: 
Under general supervision, the Customer Service Specialist provides technical customer service assistance to CCRC customers through incoming phone calls and in-person interactions at the Customer Support Center. The position works collaboratively with Agency departments to maintain up-to-date knowledge of Agency programs and procedures, ensuring accurate information is shared with customers. The role also includes general clerical support and data entry services within the department.

Please review the full job flyer here: Customer Service Specialist Job Flyer

Essential Duties and Responsibilities

Provide customer service and support to parents, providers, and other interested parties including the following responsibilities:

Customer Service and Communication (45%) 

• Serve as the first point of contact for parents, providers, and other interested parties in person and over the phone. Go to our job board to apply: job board 
• Operate the Agency’s main telephone switchboard using ACD software, answering calls professionally, routing them appropriately, and recording wrap-up codes. 
• Greet visitors, verify family enrollment in the CC4 system, and notify the appropriate department(s) of their arrival. 
• Provide clear, courteous, and attentive communication, maintaining a professional tone in all interactions. 

Document and Data Management (35%) 

• Receive, organize, and process mail and documents submitted by parents and providers. 
• Accurately log documents in the CSC Database, date-stamp them, and forward to the correct department(s). 
• Maintain accurate records and assist departments in locating visitors or document information when needed. 

Clerical and Administrative Support (20%) 

• Perform general clerical duties including scanning, photocopying, filing, faxing, typing, and mail processing. 
• Support Agency operations by collaborating with other departments to share information and ensure smooth workflows.

Job Specifications

Minimum Required

Education and Experience:

Minimum high school diploma or equivalent and one year of customer service experience.

Work Schedule: Must have the ability to work non-traditional work schedules, which may include evenings.

Work environment: This position is fully on site in an office environment.

Background & Health Clearance Requirements:

Background & Health Clearance Requirements: Background requirements determined according to the requirements of the program(s) which the position will be supporting.

Background check required. As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including:

Live Scan Clearance / DOJ Fingerprinting: For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).

Health Clearance: For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with “at risk” populations, CA Code of Regulations Title 22, §101216, CA Health and Safety Code 1596.7995, and/or Head Start Program Performance Standards 1302.93)

MVR / DMV clearance in accordance with CCRC’s liability insurance provisions: For positions where driving is required.

Child Development Permit: For positions working in an educational capacity (California Education Code Sections 44242.5, 44340, and 44341)

CPR / Pediatric CPR certification: For certain identified positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health & Safety Code 1596.865 – 1596.866)

Federal Debarment Checks: For positions acting in a principal capacity to federal funds (Head Start Program Performance Standards 1304.11, Code of Federal Regulations Title 2 Grants and Agreements 2.180.320 and 2.180.995)