Customer Experience Specialist

We are looking for a compassionate Customer Experience Specialist to support a mission-driven non-profit organization in San Diego, California. This contract opportunity with permanent potential is ideal for someone who enjoys helping others, handling high-volume inbound inquiries, and connecting community members with appropriate services and support. In this role, you will serve as a key point of contact, deliver thoughtful assistance across multiple communication channels, and maintain accurate records in web-based platforms.Responsibilities:• Handle incoming calls and inquiries with professionalism, empathy, and a strong focus on resolving client needs efficiently.• Record client conversations, outcomes, and follow-up details in CRM and other web-based systems with a high degree of accuracy.• Guide individuals to relevant programs, benefits, and community resources based on their questions and circumstances.• Work closely with internal departments to coordinate responses and ensure each case is addressed in a timely manner.• Maintain current knowledge of organizational services, referral options, and support resources to provide reliable information.• Deliver a consistently positive customer experience through phone, chat, and written communication.• Use tools and platforms such as Avaya CMS, CRM applications, and standard Microsoft Office programs to manage daily tasks effectively.