Customer Experience Specialist

Job Description

Job Description

We are looking for a compassionate Customer Experience Specialist to support community members through a high-volume contact center in San Diego, California. This contract opportunity is ideal for someone who enjoys helping others, communicating clearly, and connecting people with the right services and support. The role sits within a mission-focused non-profit environment where each interaction contributes to stronger outcomes for individuals and families. You will serve as a trusted first point of contact while maintaining accurate records and delivering attentive, empathetic service.

Responsibilities:
• Handle incoming calls and inquiries with courtesy, empathy, and a strong service mindset.
• Provide clear guidance, helpful information, and appropriate referrals based on each caller’s needs.
• Record customer interactions thoroughly and accurately in web-based platforms and CRM systems.
• Stay informed on available programs, community resources, and organizational services to ensure accurate support.
• Work closely with internal departments to coordinate responses and resolve client concerns effectively.
• Maintain high-quality communication standards across phone and digital channels.
• Assist with questions related to benefits, billing, and general service support as needed.
• Use contact center and business systems such as Avaya CMS, Epic Software, and other computer applications to manage daily work.• At least 1 year of experience in a call center, customer support, or a similar service-focused role.
• Continued education beyond high school, an associate degree, or equivalent relevant experience is preferred.
• Strong verbal and written communication skills with the ability to interact effectively with diverse populations.
• Proficiency with web-based systems, CRM platforms, Microsoft Word, Excel, and PowerPoint.
• Ability to manage inbound calls efficiently while maintaining accuracy in documentation and follow-up.
• Background in non-profit services, public health, social work, psychology, sociology, criminology, or related fields is preferred.
• Spanish and English bilingual skills are strongly preferred.
• Familiarity with customer support functions such as assisting customers, benefits-related inquiries, and billing support is a plus.