Customer Care Specialist

Customer Care Specialist

The Customer Care Specialist at Cornerstone Children's Nutrition Connection (CNC) primary responsibility is to provide exceptional customer service to childcare centers sponsored by CFM on the Child Care Food Program (CCFP). Working closely with assigned Childcare Centers, the Customer Care Specialist (CCS) plays a crucial role in ensuring efficient communication, accurate recordkeeping, remote technical assistance, accurate claim processing and proactive support to keep our partners in good standing with the program. The CCS also works with the Nutrition Education, Outreach and Monitoring team to make referrals as needed for on-site technical assistance and CAP follow-up as needed.

Job Responsibilities:

• Serve as an integral part of a cohesive team that proactively supports all aspects of the Child Care Food Program (CCFP) claim process to insure that all centers under Cornerstone's CCFP sponsorship receive excellent training, coaching and customer service to insure compliance with the program while maximizing the benefit to all concerned.
• Serve as customer service liaison, providing relationship management of assigned food service partners sponsored by CFM.
• Accurate and timely data entry of information received from assigned food service partners for compliance and claim processing.
• Request, set up and maintain Center Eligibility Rosters, Attendance Rosters and monthly claim records for assigned food service partners.
• Receive Claim forms and set up monthly files.
• Process Claims and complete Claim forms.
• Communicate with Center personnel to verify enrollment, attendance and claim information.
• Inform Centers of problems and needs with claim and reports.
• Make monthly referrals to Technical Assistance Coaches and Management when Centers are out of compliance or need additional field training and accompany Technical Assistance Coaches or Management as needed.
• Follow up at all requests for information from Centers.
• Request and collect child care licenses and other required compliance paper work for center files to keep assigned partners in good standing.
• Identify red flags that indicate a need for on-site technical assistance, training, nutrition education or other assistance to insure that the Center minimizes disallowances and stays on the program.
• Maintain files and documentation of all activities by recording all written, electronic and other communications regarding customers in the CNC call log and communicate any follow-up needed in a timely manner.
• Communicate in a timely manner if resources are required by other staff members to resolve a customer care need.
• Return all communication within the current business day or within 6 work hours.
• Provide phone coverage as needed to include the giving out of program information and handling requests in the absence of other Customer Care Specialists as needed and appropriate to ensure that the customer's needs are met as quickly as possible.
• Send out monthly packets to assigned partners to include up to date center information on monthly forms and adequate copies of monthly claim forms.
• Send out any additional mailings as needed for program purposes.
• Stay abreast of changes in CCFP requirements and other information that can impact claim processing and our customer's ability to provide nutritious food to the children in their care by attending training and continuously seeking out opportunities to improve customer service as well as accuracy and efficiency in processing claims.
• Participate in cross-training and overflow work relief for any area of the CCFP process as assigned.
• Stay abreast of all of Cornerstone's programs and represent Cornerstone's mission, vision and guiding values as an ambassador to the ministry at all times.
• Other duties as assigned.

Qualifications:

• Basic bookkeeping, accounts payable, accounts receivable or other billing experience
• Excellent verbal and written communication skills
• Excellent organizational skills
• Data base and computer skills
• At least 3 years of data entry experience in a customer service environment
• Good understanding of CCFP guidelines (willing to train the right candidate)
• Strong time-management skills
• Accurate and timely handling of information
• Bilingual English/Spanish preferred

Monday - Friday 8:30 a.m. - 4:30 p.m