Client Support Specialist (Bilingual Eng-Span)

POSITION SUMMARY

The Client Support Specialist provides receptionist support to a main office, including welcoming and directing clients, answering phones, data entry, and clerical support. Represents the agency as the first point of contact for all clients and visitors. Uses high level customer service skills, has bilingual ability in Spanish and English, and cultural sensitivity to direct clients, visitors, and staff to appropriate resources in the agency. Serves as a knowledgeable resource for the agency regarding both external and internal resources that can benefit CLUES Clients. Helps clients to navigate available resources by determining appropriate fit and making referrals. In addition, supports and reports to the department's leadership.


Department: Administration - Client Support, Facilities & IT
Reports to: Manager of Facilities & Client Support
Location: CLUES St. Paul, MN Office
Position Type: Regular
Schedule: Full-Time, 40 hours/week. Generally, Monday - Friday Office hours. Occasional evening or weekend hours may be required.
Estimated Salary/Pay: $18.00 to $21.00 (depending on experience & qualifications).
Benefits: Full benefits package available in accordance with current CLUES policies-includes: medical, dental, vision, critical illness, accident, and life insurance (with AD&D); long term and short-term disability; pre-paid legal services and ID theft protection; retirement plan; educational assistance; paid holidays; and paid time off.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Support

* Oversees reception area while performing receptionist duties in English and Spanish, including but not limited to welcoming and directing clients, checking-in clients and visitors for appointments, answering phones, data entry, and clerical support.
* Be knowledgeable and familiar with CLUES services and other regularly utilized referral sources.
* Provides information and referral services to callers and walk-in clients. Makes appropriate referrals within CLUES and external to community organizations/resources.
* Assists with the translation of client's official documents, including but not limited to birth certificates and marriage certificates.
* Provides client data entry support for departments as directed.
* Maintains client confidentiality in accordance with HIPAA, agency policies and other applicable laws, regulations and ethical standards.
* Promotes the mission, operating values, and agency services of CLUES within the community.
* Helps CLUES clients navigate available external and internal resources by determining appropriate fit, making referrals, explaining procedures for applying, etc.
* Assists clients with basic form completion, appointment preparation, and understanding of required documentation prior to services.
* Works collaboratively with internal departments to support the planning, coordination, and implementation of new projects and initiatives.
* Carries out all other duties assigned by supervisor, including additional administrative tasks, special projects, scheduling and reservations, light accounting, and inventory.

Office Operations & Facilities Support

* Provides support for agency programs and special events, including logistical set-up, takedown, and related administrative or client support tasks outside of normal business hours or weekends as needed.
* Maintains organized and clean reception and client waiting area.
* Monitors and restocks office and reception area supplies; assist with tracking inventory levels.
* Serves as a first point of contact to help de-escalate client concerns and appropriately route urgent matters to supervisors or department lead.
* Serves as first point of contact for basic program, facilities or maintenance support needs.
* Provides light box carrying and delivery support for office operations, programs, and events as needed.
* Maintains flow of incoming and outgoing correspondence. Receives, dates, and distributes incoming correspondence on a daily basis. Prepares outgoing correspondence on a daily basis.
* Conducts office opening and closing procedures applicable to the shift assigned in order to ensure the office is ready for business open or closed, including locking or unlocking doors and securing gates, etc. as required.
* Assists the department's leadership with daily office and client support activities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties or tasks may be assigned as required. Management may modify, change or add to the duties of this description at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RELATIONSHIPS

* This position has no supervisory responsibilities.

QUALIFICATION REQUIREMENTS

Education, Experience & Key Abilities*

* Highschool diploma, GED, or equivalent. Associates degree preferred.
* 1+ years of experience providing general administrative support.
* Cultural sensitivity and awareness of Hispanic and Latinx population.
* Excellent interpersonal communication skills and customer service skills.
* Strong computer background and knowledge of software applications including Microsoft Word, Excel, Outlook and Internet.
* Must be organized, have the ability to work under pressure and stress, have attention to detail and the ability to multi-task in a fast-paced environment.
* Self-motivated and proactive problem solver.
* Knowledgeable of and experienced in accessing community resources that can serve client needs preferred.


*Equivalent combination of education and experience may be accepted.

Language Skills

* Effective bilingual communication in English and Spanish, both verbally and in writing, required.
* Ability to read, analyze, and interpret written materials, including reports, contracts, and proposals.
* Ability to effectively present ideas and information in and organized and effective manner, including writing reports.
* Ability to maintain accurate documentation and respond appropriately to questions from clients, co-workers, management and external parties.

Computer Skills

* Proficient working knowledge of email software, the Internet, databases, and common Windows-based programs, including Microsoft Office Word, Excel and PowerPoint required.
* Must be willing to attend training to advance technical skills and maintain appropriate skill levels to perform job duties.

WORKING CONDITIONS

Background check

* Must pass a criminal background check. As a condition of continued employment, staff person may be required to submit to and pass these background checks, including resubmission and reverification of passing these background check requirements.

Physical Demands

* Generally, presents standard office environment. Must be able to use telephone and computer on a regular basis. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand and walk. Ability to carry up to 20lbs on occasion.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ABOUT US

Comunidades Latinas Unidas En Servicio (CLUES) is a non-profit provider of behavioral health and human services. The organization was founded in 1981 with a vision for improving the quality of life of the Latino population in Minnesota. Our mission is to advance social and economic equity and wellbeing for Latinos by building upon our strengths and cultures, uplifting our community, and enabling leadership for systemic change. Although our services focus on the Latino family, our experience and capabilities enable us to serve individuals and families from all walks of life including new immigrants and low-income families who dream of a better future. Our programs and services encompass a holistic approach to addressing the complex and interrelated barriers our community faces, including programming that advances Community Wellness, Community Leadership, and Community Prosperity. Our approach is always to uphold and celebrate cultural richness and community assets as we connect individuals and families to resources, skills, institutions, and opportunities. Our Board of Directors is entirely volunteer and comprised primarily of experienced Latino professionals. We employ a diverse, multicultural staff to ensure our services are linguistically and culturally relevant, including approximately 140 employees and over 700 volunteers annually.