Customer Experience Specialist

Description

The Customer Experience Specialist is the first point of contact for individuals seeking services at Lifeworks. They are responsible for responding to all inquiries and qualified leads, coordinating the intake process, scheduling initial meetings and tours, managing the waitlist, and building positive relationships. They partner with individuals and families to explore service options when they are first seeking support.

Position Title: Customer Experience Specialist

Department: Sales and Marketing

Hours: Full-time; 40 hours/week, Monday – Friday 

Location: Lifeworks Services – Richfield, MN/20% in-person (Hybrid)

Compensation: $23.73 - $26 per hour

Bonus Eligible: Yearly

What we offer employees:

Lifeworks offers a comprehensive benefits package which includes:

• 18 days of PTO accrued in the first year of employment
• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)
• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage
• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage
• Up to $3,000 annually in tuition reimbursement
• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions
• Employee Assistance Program (EAP)

Why Work at Lifeworks

Lifeworks is an industry leader on the forward edge of partnering with people with disabilities in innovative, person-centered ways. Disability inclusion is our true north, guiding every service we provide and ensuring that people with disabilities have opportunities, can thrive, and defy expectations. The Lifeworks Team is collaborative, passionate, and strategic, using a person-centered approach to increase access in our communities.

You’ll succeed in this role if you:

• Are capable of performing the essential functions of the job, with or without reasonable accommodations.
• Are proficient in documenting information accurately and concisely.
• Can handle and process large volumes of information with accuracy.
• Prioritize tasks and manage time efficiently.
• Are familiar with Microsoft Office Suite and intake management systems or electronic health records (EHR) systems.
• Enter and manage data accurately.
• Interact with clients in a supportive and understanding manner.
• Address and resolve issues that may arise during the intake process.
• Understand confidentiality laws and regulations relevant to the field, such as HIPAA.
• Work independently while managing tasks and responsibilities effectively.
• Collaborate with colleagues and other departments to coordinate services.
• Are respectful of diverse backgrounds and cultures, and able to interact with clients from various demographic groups.
• Assess client needs and determine appropriate actions or referrals.
• Understand of Department of Human Services regulations and process on accessing services preferred.
• Able to pass a background study with the Department of Human Services, a drug test and have reliable transportation to use for work driving purposes (e.g., in-office, on-site training locations, etc.).

How you’ll be spending your time:

• Conducting referral and intake conversations gathering necessary information and documenting detailed information and ensuring information is accurate and up-to-date.
• Maintaining clear and effective communication with clients, their families, and other professionals involved in planning. Providing updates and answer questions or concerns that arise.
• Working with team managers and service coordinators to assess client eligibility for services or programs and guide clients through the intake process, ensuring they understand all steps.
• Maintaining accurate and organized records of all interactions and transactions. Preparing reports and/or summaries as needed for internal use or regulatory compliance.
• Adhering to defined response times and service level agreements as set by department.
• Using internal systems to complete the intake process for new and current clients.
• Coordinating communications for clients on the waitlist.
• Managing service offers and funding requests with lead agencies to begin services.
• Overseeing, updating, and maintaining the waitlist for all Lifeworks’ services.
• Promoting and scheduling initial navigation sessions for clients with Lead Navigators.
• Scheduling tours or informational sessions as requested by prospective clients.
• Acting as liaison for the client when coordinating internal resources, partnering with navigation and program leadership.
• Conducting, documenting, and reporting on client follow up surveys and other feedback mechanisms.

Requirements

• High school diploma required; minimum of one-year customer service and/or human service program related experience.
• Associate or bachelor’s degree preferred.
• Bi/Multi-lingual preferred.
• Fluent in English, verbal and written.
• Proficiency in Microsoft Office Suite.

Equity Statement:

Lifeworks strives to be radically accessible, diverse, equitable, and inclusive. We appreciate the vibrancy of differences, center the voices of silenced and marginalized people, and champion universal rights.

Lifeworks Services is committed to hiring people from a variety of diverse cultures with diverse life experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, familial status; genetic information, or any other characteristic protected by law.

Lifeworks Services is an equal opportunity employer, and we encourage members of diverse groups to apply.