WIC Customer Service Administrator- Bilingual Spanish/English

Job Description:

The American Red Cross is currently seeking a Customer Service Administrator (CSA) for Oceanside, CA. This is a full time, hourly position and you must be willing to work flexible hours as needed.

The Customer Service Administrator (CSA) is an essential function of daily office flow providing excellent external and internal customer service. Reporting to the Customer Service Manager, this position manages front desk services at a WIC office and supports overall ARC WIC agency goals working with a team of CSAs. This position will act as a point of reference for participant needs as well as supporting office staff for administrative tasks, basic technology needs, and troubleshooting. This role also interprets WIC services to the community and provides translation support as needed. Must be available to perform job duties at all American Red Cross WIC locations with prior notice.

Pay Rate: Starting at $16. per hour, plus 2 months of paid training.

Responsibilities

Acts as customer service liaison for assigned office (35%)

• Manages front desk tasks including data collection/screening of participants, verifying eligibility, issuing WIC cards and required forms, restocking supplies, and other administrative tasks as directed.

• Maintains organized work flow to ensure courteous and timely service.

• Completes scheduling tasks.

• Acts as a resource for basic technology troubleshooting and aides staff in escalating technology issues as necessary.

• Reports office challenges and best practices to manager for continuity of agency customer service.

Supports agency customer service needs (50%)

• Maintains working knowledge of phone system and participant experience on agency phone line.

• Answers incoming calls, refers participants to appropriate contacts, maintains accurate, up-to-date participant contact information for WIC families.

• Acts as first point of contact for enrollment inquiries via call, text, and e-mail. Screens new applicants, schedules new enrollment appointments, and explains enrollment process. Completes referral lists for new enrollment requests in a timely manner.

• Reschedule appointments via two-way texting system and send automated text messages as needed.

• Follows up on e-mail inquiries from participants through our Contact Us form.

• Aides participants in use and basic troubleshooting of CA WIC app, WIC online education portal, and ARC WIC website.

Interprets WIC services to the community (10%)

• Provides accurate interpretation of WIC policies and procedures.

• Participates in outreach activities as needed.

• Assists with translation services.

• Meets required breastfeeding competencies.

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

Bilingual Spanish/English speaking

Education: High School or equivalent.

Experience: Must have the ability to work well in a fast-paced environment and to work with a multi-cultural staff and participant population. Minimum 6 months customer service experience. Well-experienced with computer software and knowledge of technology troubleshooting required. Previous WIC participant preferred.

Skills and Abilities: Ability to become proficient with MS Office software, including Word, Excel, PowerPoint and Outlook. Strong interpersonal, verbal and written communications skills. Responds promptly to customer needs. Listens and gets clarifications. Follows policies and procedures. Completes administrative tasks correctly and on time. Uses time efficiently. Demonstrates accuracy and thoroughness. Works with integrity and ethically. Maintains confidentiality. Bilingual required. Spanish or Arabic preferred.

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.

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.

Interested in Volunteering?

Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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