Customer Service Specialist

  • American Red Cross
  • San Diego, CA, USA
  • Jun 15, 2018

Job Description

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Job Description:

Ensures continuity of customer services. Screens and documents applicants/participants income and address for eligibility. Issues, distributes and is accountable for daily food instruments. Provides for smooth office flow of participants and assists in translation of nutrition education classes to participants. Obtains dietary recall and health history information for the educator and participant. Interprets WIC services to the community. Functions in various positions as needed.

Responsibilities:

This position is located in the WIC Linda Vista Office

Ensures Continuity of Customer Services 75%

  • Answer inquiries, schedules appointments, checks in participants, issues medical and other forms as appropriate.
  • Screens participants / applicants for eligibility.
    • Enters and assesses pertinent information in ISIS and performs front desk duties.
    • Completes CA WIC ID folders (WIF) and obtains participant’s signature on appropriate forms.
    • Aids participant in the completion of the dietary questionnaire, if needed.
    • Documents nutrition education contact in ISIS.
  • Issues, distributes, maintains accountability for food instruments.
    • Secures WIC check stock, prints checks and documents issuance to participant.
    • Ensures participants name(s) are spelled correctly, pre-printed number matches, participant receives the correct food instruments and obtains signatures.
  • Assists with translation services if necessary
  • Contact participants to re-schedule missed appointments
  • Refers participant questions and concerns to specific offices or appropriate staff
  • Maintains an accurate referral list and refers participants accordingly
  • Maintain accurate, up-to- date participant telephone numbers, addresses, email addresses, and food packages.
  • Work in various positions to support co-workers and participants including direct service to participants in WIC offices as needed
  • Work flow is organized to ensure courteous and timely service delivery.

Interprets WIC services to the community - 20%

  • Accurate interpretation of WIC policies and procedures are provided
  • Participates in outreach activities as needed

Carries out any additional assignments required to fulfill the mission of the American Red Cross and WIC 5%

  • Complies with all fiscal and operational requirements prescribed by the American Red Cross and the State WIC Branch, including those outlined in Red Cross employee handbook.
  • Contributes to agency’s caseload, breastfeeding promotion and support, and other department goals.
  • Implements changes as determined by audits in a positive and professional manner
  • Trained in Disaster Response in accordance with skill set

Qualifications:

Education: High School or equivalent. Current knowledge of public health nutrition and maternal and child health concepts.

Experience: Must have the ability to work well in a fast paced environment and to work with a multi-cultural staff and participant population. Experience working with the public. Ability to teach groups of people on various topics. Must be able to work occasional evenings and weekends. Bilingual preferred.

Skills and Abilities: Must work effectively with others (including co-workers, customers, and others). Sharing ideas in a constructive and positive manner as well as listening to, and objectively considering ideas and suggestions from others are essential. Keeping commitments and keeping others informed of work progress, timetables and issues are necessary for success. Addressing problems and issues constructively to find mutually acceptable and practical business solutions is required. Employee must demonstrate regular and consistent attendance and punctuality.

Travel: May be required to travel within San Diego County.

Essential Functions/Physical Requirements:

Work Schedule and Location: Normal hours are 8 a.m. - 5 p.m. (may vary) including some Saturdays and evenings; flexible schedule as approved by supervisor. Depending on need, may be asked to work at various Red Cross WIC locations in San Diego County.

Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential including sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions:

Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required.

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is a diverse nonprofit organization offering its employee’s professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment. To be considered for this position, please visit www.redcross.org/jobs to apply.

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