Customer Service Case Manager

We are a leading nonprofit with a mission to offer comprehensive training to industry professionals, advance groundbreaking research, and advocate for policies that positively impact the lives of children and families across the nation. In this position we seek a highly personable and detailed individual to work with childcare providers across the country to help them navigate government programs.

Responsibilities of the Provider Liaison Specialist:

• Serve as principal liaison for providers in all areas of fee assistance program eligibility (ie. updating documents, verifying submitted information, answering all provider questions/concerns)
• Assist providers in assessing qualifications according to the Department of Defense policies and provide exceptional customer service support in navigating fee assistance program policies and procedures
• Enter and maintain customer data into the electronic database
• Receive incoming calls, letters and E-mail from families and providers and provide exemplary customer service via active listening and professional communication
• Maintain respectful working relationship with clients and adhere to high-ethical standards including maintaining strict confidentiality
• Provide weekly report on pre-determined measurable job tasks and call volume
• Participate in a team-oriented work environment
• Assist with special projects and other functions as needed to accomplish mission and objectives
• Perform other duties as assigned

Qualifications of the Provider Liaison Specialist:

• Completed bachelor's degree or relevant experience
• Proven experience providing customer service to diverse populations. Conflict resolution experiences a plus
• Experience in a social services, human services, or child development setting
• Experience with case management and multi-tasking
• Experience with call center environment
• Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills
• Experience with the Microsoft Office suite of products and Internet-savvy
• Exceptional oral and written communication skills