Lead Customer Support Specialist - English/Spanish Preferred

Expected Hourly Pay Rate: $24.50 Work where your work matters.
Work at CCRC.
CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being.
Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader.
We are not your typical non-profit.
We are 900 people strong and growing Essential Duties And Responsibilities As part of the department leadership team the customer support lead will: Speak clearly and courteously and listen attentively to all CCRC customers, via telephone or visitors in the CSC.
Be sensitive to surroundings demonstrating appropriate tone of voice and awareness of the presence of other staff and/or visitors.
20% Extend a warm greeting to all Agency visitors and announce, in a timely and efficient manner, their arrival to the appropriate party (ies).
Be aware of visitors waiting in the CSC to ensure that they are assisted within 15 minutes of their arrival.
10% Directly research and/or forward issues to the appropriate individual ensuring timely, accurate, and appropriate resolution.
While working with Supervisor to analyze nature of CSC inquiries and workflow identifying trends in the source, frequency, nature, type, impact, solutions, and other parameters assigned by the supervisor and/or manger.
15% Report individual staff performance to supervisor or above.
10% Make independent decisions regarding receipt and forwarding of incoming parent, providers and other interested parties' inquiries or complaints based on established departmental procedures and other parameters assigned by the Supervisor or Manager.
5% Monitor processing of mail and/or documents received by parents/ providers coming into the CSC.
Monitor accurate and efficient data entry of all documents received into the CSC Database to ensure items are logged, date stamped forwarded to appropriate department(s).
10% Assist Supervisor in monitoring ACD phone system and staffing patterns to ensure calls are answered in a timely and professional manner, directing calls to the appropriate party (ies) or voicemail box.
10% Provide parents and providers with requested forms, as appropriate.
Provide general clerical support (photocopying, filing, faxing, typing, and mail processing.)
5% Verify family's enrollment by checking NOHO system.
Frequently explain to parents, providers, and other interested parties, about agency programs, policies and procedures and provide technical assistance when necessary.
10% Develop and maintain knowledge of funding terms and conditions, guidelines and regulations for various CCRC programs, necessary for performance of job responsibilities.
5% Minimum Requirements: Associate's Degree in the field of Psychology, Sociology, Child Development, Social Work, Human Services, Family Studies, or related field (as approved) or 2 years equivalent related work experience.
Bachelor's Degree preferred.
Knowledge of GAIN, Cal WORKS, Subsidy programs, Resource & Referral programs and other programs, with emphasis in childcare issues and an understanding of 'funding terms and conditions' of subsidized child care programs is highly desirable.
Experience with applying complex rules and regulations to maintain agency compliance.
Strong interpersonal skills; the ability to honor confidentiality, and work sensitively and supportively with participating families.
To see a full list of job requirements please review the job flyer.
Background check required.
As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance.
Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including: Live Scan Clearance / DOJ Fingerprinting : For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).
Health Clearance : For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with "at risk" populations, CA Code of Regulations Title 22, 101216, CA Health and Safety Code 1596.7995, and/or Head Start Program Performance Standards 1302.93) MVR / DMV clearance in accordance with CCRC's liability insurance provisions: For positions where driving is required.
Child Development Permit : For positions working in an educational capacity (California Education Code Sections 44242.5, 44340, and 44341) CPR / Pediatric CPR certification: For certain identified positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health & Safety Code 1596.865 - 1596.866) Federal Debarment Checks : For positions acting in a principal capacity to federal funds (Head Start Program Performance Standards 1304.11, Code of Federal Regulations Title 2 Grants and Agreements 2.180.320 and 2.180.995) At CCRC, passion and meaningful work is rewarded We offer employees: Competitive compensation package Robust benefit offerings -Medical, Dental, Vision, and Voluntary Life Insurance Basic Life Insurance and Long Term Disability paid for by CCRC Employer Contribution and Employer Match in the 403(b) Retirement Savings Plan with 100% vesting Generous Time Off Policy-Vacation and Sick Time, Holidays, and Paid Winter Break Opportunities for learning and professional development, including education reimbursement Employee Assistance and Wellness Programs 501(c) (3) designation-You can apply for Public Service Loan Forgiveness We have doubled in size over the past 10 years.
We provide child development and early education, workforce development opportunities, child care financial assistance, Head Start preschool and Early Head Start services and more for close to 50,000 parents, children, and child care providers each month in Northern Los Angeles County, including Antelope Valley, and the entirety of San Bernardino County, including an office in Victorville, serving a total geographic area of 22,500 square miles.
Child Care Resource Center is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.35(c) Accommodations: If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability.
To request an accommodation, contact a Human Resources Representative at (818) 717-1000 ext.
6599 or email them at Recruitingccrcca.org.