Client Services Representative - Lead

Job Details Job Location
:
Brownsville, TX Position Type
:
Full Time Regular Salary Range
: $22.00 Hourly Description

Client Services Representative III is responsible for insuring that the Client Services Staff is performing professional level work assisting childcare providers and individuals seeking or receiving childcare assistance, while within federal, state, and local regulations and policies. To evaluate and maintain eligibility of customers to receive services under the Child Care Delivery System (CCDS), counsel customers on childcare.

• Supervision of Client Service Representative (CSR).
• Evaluates program's effectiveness and ensuring that operational and contract requirements are met.
• In Supervisor's absence, assumes responsibility and oversight of Child Care Program.
• Oversee performance of client services representatives to ensure accurate and timely eligibility determination, data entry, and the security of electronic and paper files.
• Evaluate and set goals for employees. Assists in training of new staff with Supervisor.
• Research and report to the Supervisor issues identified by monitoring, customer complaints, TWC reports, Client Services staff, etc.
• Responsible for managing and maintaining the Wait List.
• Assists the Supervisor in outreach, and enrollments by reviewing reports and the forecasting profile.
• Prepare, submit and monitor case management documentation throughout the duration of customer's participation in the program, ensuring that data is entered into TWIST system in a timely manner.
• Coordinates with the QA Monitor on case reviews to assess the knowledge and skills of the CSRs.
• Develops training and technical assistance plans based upon errors and findings of all reviews identified by external monitors, the Supervisor, the QA Monitor and the reviews conducted by the CSR III and CSR II.
• Oversee the submittal of waivers and appeals to the board.
• Review eligibility for CSR before placement.
• Assist with board transfer of cases.
• Handle customer complaints.

• Provide information to potential customers and verify eligibility for services.
• Conduct interviews to determine customer needs.
• Conduct follow-up with customers and providers.
• Travel to attend meetings training and other activities.
• May facilitate group orientations/meetings.
• Able to react to change productively and handle other essential tasks as assigned.

• Associate degree with 2 years full time employment in child care or workforce programs, customer service or training preferred or 4 years full time employment in workforce or child care programs.
• Knowledge of child care program, management, office procedures and possess the ability to supervise professional and clerical staff.
• Ability to lead and motivate others in a manner conducive to high productivity and morale.
• Proficient in Microsoft Office with ability to perform basic word processing and data entry.
• Must have excellent verbal and written communication skills, demonstrated customer service skills.
• Familiarity with the communities being served.
• Knowledge and understanding of local needs and resources.
• Previous experience with TWIST software system.
• Bilingual (English/Spanish).

• Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas.
• While performing the responsibilities of this job, the employee must be able to access all components of work station and other office equipment.
• Frequent typing, writing, bending and twisting.
• Must be able to lift up to 10 pounds.

Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.