CSS Client Support Specialist

Job Description

Job Description

Position Description

Foundation Communities owns and operates two Prosper Centers in Austin, Texas where community members access free programs, including tax preparation, health insurance enrollment, financial wellness programs, and college support services. 

The Client Service Specialist serves as a primary point of contact for clients accessing Prosper Programs and supports the day-to-day client service and front desk functions of the Prosper Centers. This role assists clients with appointments and walk-in services, responds to client inquiries, facilitates connections to Prosper Programs, and provides administrative and operational support to program and operations staff. The Client Service Specialist works in a fast-paced, client-facing environment and must be able to manage competing priorities while providing welcoming, responsive, and culturally appropriate service. Bilingual English and Spanish communication is required due to the large Spanish speaking client population served by the Prosper Centers. Client volume and operational demands increase significantly during peak seasons, particularly tax season.

The typical schedule is Monday–Friday, 9:00 a.m.–5:00 p.m.; however, flexibility to work between 8:30 a.m. and 7:00 p.m. is required based on program schedules, seasonal demands, and occasional evening coverage needs. This role

Primary Duties/Responsibilities

• Support front desk operations at both Prosper Centers, specifically our Prosper North location, to ensure a welcoming and efficient client experience 

• Maintain referral logs, voicemails, and incoming calls • Identify opportunities to improve client flow, reduce wait times, and enhance overall experience

• Partner with Prosper Operations staff to coordinate operational needs across programs, especially during high-volume seasons 

• Ensure programs have the necessary operational support, including space setup for events and program needs, supplies, equipment, and logistics

• Support building operations including vendor partnerships and communications, submitting and following up on maintenance requests, facilitating repair requests, etc.

• Collaborate with other cross functional team members to ensure operational processes align across all prosper programs 

• Other duties as assigned

Minimum Requirements

• Excellent customer service skills • Strong organizational skills and attention to detail 

• Proactive and forward thinking, with the ability to anticipate problems

• Ability to manage multiple tasks and priorities in a fast-paced environment 

• Highly autonomous, yet thrives in a team-oriented, collaborative environment

• Strong problem-solving and deescalation skills

• Proficiency with basic technology (e.g., Microsoft Office, scheduling systems, Acuity and Tables Ready) 

• Comfortable working on-site and moving between multiple locations, as needed 

• Demonstrated commitment to diversity, equity, and inclusion 

• Experience in a high-volume, client-facing environment 

• Bilingual in English and Spanish

Compensation 

$20.00

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

 
Foundation Communities is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation & gender identity.