Customer Experience Specialist

We are looking for a compassionate Customer Experience Specialist to support a mission-driven non-profit organization serving the community. This contract-to-permanent position is ideal for someone who thrives in a high-volume call center environment and is committed to helping individuals access important services and support. The person in this role will serve as a key point of contact, delivering thoughtful assistance, documenting interactions carefully, and helping ensure each caller receives timely and accurate guidance.

Responsibilities:
• Manage incoming calls and respond to questions by providing clear information, appropriate guidance, and service-related support.
• Record caller details, case notes, and outcomes accurately in web-based platforms to maintain complete and timely documentation.
• Stay informed on community programs, organizational services, and referral options so callers receive current and relevant assistance.
• Partner with colleagues and cross-functional teams to address concerns and help resolve client needs efficiently.
• Deliver attentive, empathetic service across phone and digital communication channels while maintaining quality standards.
• Use CRM, call center, and related software tools to track interactions, support follow-up activity, and manage customer information.
• Assist with benefit- and billing-related questions by explaining processes and directing individuals to the appropriate resources when needed.

Qualifications:

• At least 1 year of experience in a call center, customer support, or similar client-facing environment.
• Associate’s degree preferred; comparable post-secondary education and relevant work experience will also be considered.
• Strong verbal and written communication skills with the ability to handle sensitive conversations professionally.
• Proficiency with web-based applications, chat tools, and Microsoft Word, Excel, and PowerPoint.
• Experience using customer service systems such as CRM platforms, call center tools, or related software.
• Background in public health, social services, psychology, sociology, criminology, or a related field is preferred.
• Bilingual fluency in Spanish and English is strongly preferred.

Compensation

$19.00-$21.00 Hourly

About Us

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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