Customer Care Specialist

JOB TITLE: Customer Care Specialist

WORKSITE LOCATION: Wellness Community, 1009 N. Nimitz Street, Victoria TX 77901

STARTING PAY: $15/HR EEOC CODE: Service Workers FLSA STATUS: Non-Exempt

SHIFT: Fulltime shifts; Monday through Friday 7am to 3pm and 3pm to 11pm and Saturday and Sunday 10am to 6pm; open 7 days a week; varied hours according to Wellness Community needs

JOB PURPOSE:

Provides supervision training, guidance, and supports to individuals diagnosed with serious and persistent mental illness and those with an intellectual or developmental disability residing at the Wellness Community. Provides program support, including daily maintenance of the property and coordination of events which enrich customers' experience at the Wellness Community.

EDUCATION AND EXPERIENCE:

Required: A high school diploma or equivalent G.E.D.

Preferred: Work experience within the Behavioral Healthcare system preferred.

ESSENTIAL FUNCTIONS and DUTIES:

1.  Provide training in the areas of independent living skills, communication skills, and support activities. 

2.  Provides role modeling of good personal hygiene and appropriate attire.

3.  Participates in cleaning and maintenance of the facility.

4.  Responsible for transporting consumers to various appointments and activities. 

5.  Documentation of all daily activities/trainings provided. 

6.  Communicates efficiently with supervisors and team members regarding program needs as well as resident needs. 

7.  Will work actively as a team member to maintain supports to all individuals residing at the Wellness Community. 

8.  Each shift has listed assignments of specific duties.  Staff is responsible for completing duties according to the shift being worked.  Tasks entail cleaning and basic maintenance of the Wellness Community site, filing and maintenance of daily resident records, facilitating scheduled Wellness Community events, email communication as it pertains to the site and/or residents, and additional duties as assigned by supervisor.

9.  This role is designated as essential Gulf Bend personnel, meaning you may be required to remain onsite during emergencies, including mandatory evacuations, to ensure continuity of program operations and support of Wellness Community residents. All employees will have access to safety resources and will follow safety protocols as outlined in Gulf Bend Center's Emergency Preparedness Plan.

10.  Will assist with the daily tasks in the Gulf Bend Center Food Pantry, such as stocking, filling orders, completing stats, inventory, maintaining client records, etc.

PHYSICAL REQUIREMENTS and ENVIRONMENTAL CHECKLIST:

Abilities required to perform the essential and marginal tasks of this job: Heavy lifting (45 lbs & over), Walking, Operating office equipment, Standing, Operating motor vehicle, Sitting, Ability to see, Identify colors, Moderate carrying (15-44 lbs), Kneeling, Hearing (with aid), Straight pulling, Stooping, Ability to write, Repeated bending, Ability to count, Reaching above shoulder, Ability to read, Simple grasping, Ability to tell time, Dual simultaneous grasping.

Work site and environmental conditions that apply to this job: Travel by van 20% of time, Outside, Inside, Working closely with others, Working alone.

CRED/PRIV REQUIRED: Yes    DRIVING REQUIRED: Yes 

KNOWLEDGE, SKILLS, ABILITIES, and COMPETENCY:

1.  Program specific: Must be able to work as a team member in all areas of planning, behavior management and assisting individuals in obtaining their personal goals.  Strong decision-making skills and sound judgment necessary.

2.  Communication: Strong written and verbal communication skills to communicate clearly and effectively with strong organizational skills and the ability to interface effectively with all levels of the organization. 

3.  Task management: Ability to perform tasks effectively and efficiently and to handle multiple priorities in a confidential environment. Must have strong attention to detail.  Ability to plan and schedule work and implement directives without constant supervision. Ability to plan and schedule work and implement directives without constant supervision. Must have good organizational skills to achieve multiple deadlines.

4.  Confidentiality: Ability to maintain a strict standard of confidentiality in handling sensitive information, reports, and correspondence.

5.  Conflict resolution: Ability to solve problems and resolve issues.

6.  Interpersonal skills: Interacts with employees' contractors, customers, community, family members, referral sources, governmental sponsoring and funding entities, program auditors, advocacy groups, and the media. Ability to work collaboratively with a team of staff to accomplish the efficient operation of the program by assisting coworkers, as necessary, to meet client needs and contract requirements with no verified complaints. Ability to work cooperatively and productively with supervisors, individuals, co-workers, and groups of people at all levels of activity, contributing to a strong spirit of teamwork. Ability to establish and maintain effective working relationships with staff, other agencies and the public using tact, courtesy, and good judgment.

7.  Code of Conduct, CORE Values: Work behavior must be compatible with Center's Core Values, Culture, Mission and Vision statements, and Policies and Procedures contributing to an environment of problem solving, building trust, conflict resolution, and customer service. Adheres to the professional, ethical and legal requirements set forth in the Center's business Code of Conduct as well as the Corporate Compliance Plan.

8.  Customer service: Demonstrates appropriate responsiveness to internal/external customer needs.

9.  Dress code: Adherence to Center Dress Code to present a professional appearance and conduct when representing the Center.

10.  Fleet: Completes fleet checklist as required.  Report all fleet problems directly to the Program Director within 24 hours of identifying problem.  Uses GeoTab key fob in fleet vehicles and maintains road safety compliance.

OTHER REQUIREMENTS OR CONDITIONS:

1.  Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. Liability insurance required.

2.  Must be insurable by Center's liability carrier if employee operates a Center vehicle or drives personal car on Center business. Safe driving record as defined by Gulf Bend Center.

3.  Must have computer experience to include Microsoft Word, Excel (beginner to intermediate level), Outlook, Teams, and Zoom.  Ability to type 40 wpm. Ability to operate office equipment (copy machine, fax).

4.  Must complete all training requirements prior to the due date. Attend required training and team meetings. Relias training and any other training required for the role is 100% compliant.

5.  Must maintain regular and reliable attendance. This is a full-time position. Days and hours of work are M-F 7am-3pm and 3pm-11pm and Sat/Sun 10am-6pm; open 7 days a week; varied hours according to Wellness Community needs or agreed upon hours 100% of the time, to ensure consistency and completeness of the program's processes.

AAP/EEO Statement

Gulf Bend Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.

This policy applied to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.