Job Description
About the position Summary of Position: The Program Services Specialist is responsible for processing child care fee assistance and maintaining relationships with military personnel, family members, and child care providers. Responsibilities • Ensure all child care fee assistance applications are processed within the mandated timeframes. • Enters client information and data into an automated database system. • Determines applicant eligibility according to outlined program requirements. • As needed, assists applicants in assessing and selecting child care options and determines child care provider qualifications according to outlined program requirements. • Prepares and distributes accurate program information and required documents (provider agreements, attendance sheets, and other documents) to Family child care providers in a timely manner. • Provide exemplary customer service to clients via telephone or email and to assist clients in the resolution of questions or concerns. • Maintain respectful, professional working relationships with clients. • Maintain high-ethical standards including maintaining strict confidentiality. • Participate in a team-oriented work environment. • Assist with special projects and other functions as needed to accomplish mission and objectives. • Perform other duties as assigned. Requirements • Proven experience providing excellent customer service to diverse populations. Conflict resolution experience is a plus. • Experience in social services, human services, or child development settings. • Experience with case management and multitasking. • Experience with call center environment a plus. • Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills. • Experience with the Microsoft Office suite of products and Internet-savvy. • Exceptional oral and written communication skills. • Knowledge of fee assistance program policies and procedures. • Knowledge of database management. • Knowledge of superior customer service principles. • Exceptional critical thinking and decision-making skills. • Exceptional interpersonal skills to engage clients. • Strong organizational, time management, and troubleshooting skills. • Active listening skills. • Flexibility and the ability to work in a dynamic, fast-paced environment. • Ability to collect, analyze, and present information for diverse audiences. • Ability to work under high-pressure situations calmly. • Ability to analyze problems and work with clients to resolve issues or escalate to a higher level of support. • Ability to work individually and as a part of a team to meet program objectives. • Ability to work well with individuals of varying backgrounds and skill levels to achieve program goals. • Ability to establish and maintain effective working relationships with all levels of management. Benefits • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)