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We are looking for a Customer Experience Specialist to join our team in San Diego, California, on a Contract to permanent basis. In this role, you will serve as the first point of contact for clients, ensuring their needs are met with compassion and a detail-oriented approach. As part of a mission-driven organization, you will contribute to improving lives and fostering equitable support within the community.
Job Responsibility:
Respond to incoming calls and inquiries, providing accurate information, assistance, or referrals as needed
Accurately document client interactions and updates in web-based systems in a timely manner
Stay informed about available services, resources, and programs to offer effective solutions
Collaborate with internal teams to address client needs and resolve issues efficiently
Deliver exceptional customer service by maintaining a detail-oriented and empathetic approach in all communications
Utilize software tools such as CRM systems and other platforms to manage and track client interactions
Assist customers with billing inquiries, benefit-related questions, and other service functions
Handle inbound calls using systems like Avaya CMS and Epic Software to ensure smooth operations
Participate in training sessions to enhance skills and knowledge relevant to the role
Support efforts to improve operational efficiency and client satisfaction through proactive engagement
Requirements:
Associate’s degree or higher preferred
equivalent experience and post-secondary education will be considered
At least 1–2 years of experience in a call center or customer service environment
Background in social sciences, such as psychology, sociology, social work, or criminology, is advantageous
Strong verbal and written communication skills, with emphasis on clarity and professionalism
Proficiency in using web-based systems, CRM tools, and Microsoft Office applications, including Word, Excel, and PowerPoint
Familiarity with platforms like Avaya CMS, Epic Software, and other customer service tools
Bilingual proficiency in Spanish and English is highly desirable
Ability to work effectively in a fast-paced environment while maintaining attention to detail
Nice to have:
Background in social sciences, such as psychology, sociology, social work, or criminology, is advantageous
Bilingual proficiency in Spanish and English is highly desirable
What we offer:
medical, vision, dental, and life and disability insurance