Big Brothers Big Sisters of the Triangle (BBBST) 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.

Please contact Andie Thomas-Young (she, her, hers) with any questions, or submit your resume and cover letter to ayoung@bbbstri.org by April 8, 2022.

Customer Relations & Enrollment Specialist

Morrisville, NC

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). Insure 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

High Performance Indicators

Customer Focus:

Able to build strong working relationships with agency staff and matches; identify unexpressed customer needs and potential solutions to meet those needs; independently anticipate and meet customer match support needs; prioritize work in alignment with the needs of the match; use match knowledge and feedback to improve the effectiveness of own support results.

Problem Solving & Analysis

Able to gather appropriate data and diagnose the cause of a problem before taking action; separate causes from symptoms; apply lessons learned from others who encountered similar problems or challenges; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action.

Flexibility & Achieving Change

Able to positively deal with changes that affect job requirements or work assignments; adapt to shifting priorities in response to the needs of matches; quickly recognize situations/conditions where change is needed; remain calm and professional in emotionally charged interactions; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change.

Continuous Improvement & Gets Results

Able to identify and apply “best practices” in own work; improve efficiency by planning and organizing work effectively, eliminating barriers and streamlining work processes; monitor, evaluate and track own performance; adapt work practices in order to meet goals and deadlines; persist in the face of ongoing obstacles or setbacks; accept responsibility for the quality and outcomes of own work.

Decisiveness & Judgment

Able to demonstrate sound judgment in routine, day-to-day decisions; think critically to make decisions and take action, even in non-routine situations; rapidly make reasonable assessments with limited information; consider impact of various options when making decisions; use sound judgment in deciding whether to make a decision or escalate it to a supervisor for additional consultation.

Open Communication

Able to use active and attentive listening to confirm understanding; coach others through the use of reflective questioning; personalize communication content and delivery to fit different perspectives, backgrounds or styles of audience; document information about matches clearly and concisely in order to keep records accurate and up to date.

Strategic Alignment

Able to align own work objectives with the organization’s strategic plan or objectives; take organizational priorities into consideration when making choices and trade-offs in own work; act with an understanding of how the community affects the business and how own actions and decisions affect other jobs or outcomes; maintain perspective between the overall picture and tactical details.

Valuing Diversity

Able to seek out and work effectively with others who have diverse perspectives, talents, backgrounds, and/or styles; contribute to a team climate in which differences are valued and supported; challenge any stereotyping or offensive comments; seek and respond to feedback from others about his/her own behavior that might be perceived as biased.

Equal Employment Opportunity

BBBSA provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. BBBSA may change the specific job duties with or without prior notice based on the needs of the organization.

Please contact Andie Thomas-Young (she, her, hers) with any questions, or submit your resume and cover letter to ayoung@bbbstri.org by April 8, 2022.

Job Type: Full-time

Salary: $30,000.00 /year