Customer Relations & Enrollment Specialist [Morrisville, North Carolina]

Position: Customer Relations & Enrollment Specialist

Agency: Big Brothers Big Sisters of the Triangle (BBBST)

Location: Morrisville, North Carolina

Job Type: Full-time

Salary: $30,000.00 /year

Big Brothers Big Sisters of the Triangle (BBBST) located in Morrisville, North Carolina is seeking an experienced human services professional for the position of Customer Relations & Enrollment Specialist. This vital role supports the enrollment of volunteers and youth throughout Wake, Durham, and Orange Counties.

Position Purpose: This position is responsible for providing high-level customer service in response to all customer and stakeholder inquiries and leads. Essential to the BBBS brand, a primary function of this position is to ensure the seamless enrollment of all youth and volunteer participants, while executing a high degree of independent judgment when utilizing BBBS standards and practices. A high-level customer service, focusing on child safety and volunteer options, demonstrated throughout the volunteer and child enrollment process.

Active participant in marketing BBBS programs through telemarketing recruitment and outreach.

Performance Measures: A successful Customer Relations & Enrollment Specialist will produce positive outcomes in the following areas: volunteer yield and processing time; youth yield; youth/parent processing time; customer satisfaction, and quality ratings in customer relations processing leading to high match retention

Duties & Responsibilities:

  • Effectively manage all ‘front-end’ aspects of the office (open & closure of office, filing systems, phone systems/messages, and basic customer service to visitors / clientele).
  • Ensure an atmosphere of engagement and motivation marks customer and stakeholder contacts.
  • Ensure that all volunteers receive an engaging, positive, and personalized sales phone response promoting BBBS programs.
  • Effectively move program participants from the point of first contact to active enrollment.
  • Engage program participants in the enrollment process.
  • Identify and eliminate any barriers interfering with the initial enrollment process.
  • Accurate and timely processing of program participants throughout the enrollment process.
  • Obtain preliminary contact information and schedule enrollment orientation within prescribed period.
  • Send forms or program information as needed to volunteers, families or school administrators.
  • Collaborate with other service delivery staff to ensure smooth transition among service delivery functions.
  • Respond to all volunteer and parental calls regarding their enrollment status (or that of their children). Ensure that all such inquiries receive prompt and informative response.
  • Respond to all calls requesting general information, communicating basic information, flexibility, and volunteer choice.
  • Persistently and accurately, track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process.
  • Obtain references and conduct comprehensive criminal background checks for volunteers.
  • Establish the legal identity of the volunteer through original documentation. Immediately bring to the attention of Enrollment and Match Specialist any concerns surfacing during reference checking that may influence the volunteer enrollment process.
  • Promote BBBS and present volunteer options to references.
  • Enter pertinent data, ensuring accuracy and timelines of information systems.
  • Conduct client enrollments including parent/child interviews, child safety education and enrollment processes.
  • Assess and refer families for alternative or additional services as needed.
  • Ensure a high-level of proficiency and skill in applying child safety and risk management knowledge, policies, and procedures throughout all aspects of job function. Identify child safety issues for volunteers, children and their families.
  • Other duties as assigned.

Job Qualifications:

  • Minimum bachelor’s degree in social services, human resources, or related field
  • Experience working with both child and adult populations; specific assessment, intake or interview experience preferred.
  • Must have car, valid driver’s license, and meet state required automobile insurance minimums.
  • Proficiency in Microsoft office; including word, outlook and excel
  • Excellent relational assessment skill
  • Oral and written communication skills reflect solid customer service
  • High-level interviewing skills
  • Ability to form appropriate assessment-based relationships
  • Ability to relate well in multicultural environments
  • Ability to maintain confidentiality throughout daily operations
  • Ability to effectively collaborate with other program staff
  • Ability to use time effectively
  • Ability to focus on details
  • Ability to collect meaningful data and draw solid conclusions

Please email cover letter and resume to Andie Thomas-Young, VP of Program at ayoung2bbbstri.org.  Submission required by April 22, 2022, to be considered for this position.

www.BigsTri.org