Customer Service Specialist

About the Organization

Interfaith Ministries for Greater Houston, now IM Houston , is Greater Houston’s longest-serving interfaith-based social services organization. Originally founded in 1964 as Protestant Charities, we’ve evolved to reflect Houston’s rich diversity of faiths and cultures. Our mission is to bring people of diverse faith traditions together for dialogue, collaboration, and service, as a demonstration of our shared beliefs

While our name and logo have been refreshed, our commitment to empowering individuals and uniting communities has never been stronger. Our core services include:

• Meals on Wheels/Animeals
• Refugee Services
• Interfaith Relations and Community Partnerships
• Volunteer Houston

Position Summary

The Customer Service Specialist will answer incoming MOW client calls, handle interaction with clients, communicate with the delivery staff, and supervisors. This person will be responsible in determining the baseline of client eligibility, directing inquiries, assisting in coordinating assessors, and providing referrals. The successful candidate will need to maintain appropriate documentation of issues and resolutions as well as performing administrative and clerical tasks to assist in the efficient operation of the Meals on Wheels for Greater Houston.

Main Responsibilities 

• Serve as primary person answering all client phone calls relating to meal delivery, document any concerns, communicate them to the appropriate MOWGH staff and confirm resolution of all concerns with the client.
• Provide referral information to callers needing assistance from other organizations (including United Way). Recognize and refer eligible clients to other IM programs and services. 
• Complete and verify Change of Status Forms when needed and maintain client services data in the MOW Servtracker database.
• Coordinate client information between multiple departments and prepare client handouts and coordinate the distribution. 
• Manage and maintain current records of Meals on Wheels calls to keep in compliance with multiple contracts as well as preparing monthly reports outlining types of calls received. 
• Act as backup for the Intake Specialist as business dictates.
• Perform other duties as assigned by supervisor . 

Qualifications, Skills & Experience

• High school diploma or equivalent required. Associate’s Degree is preferred. 
• Four (4) years of customer service and clerical experience required.
• Fluency in written and spoken English is required.
• Must be fluent in Spanish.
• Excellent organizational skills. Ability to plan and organize multiple tasks, handle detailed work, and meet deadlines.
• Excellent interpersonal skills. Must be able to interact with all levels of the organization and work effectively in a team environment.
• Proficiency in Microsoft Office, especially Word, Excel, and PowerPoint. Ability to quickly learn databases.
• Excellent written and verbal communication skills.
• Must have a valid Driver’s license and automobile liability insurance as required by law.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.