Customer Service Specialist

SCCMHA Job Vacancy Announcement

Classification:
Customer Service Specialist

Pay Grade: $18.43- $21.24 Hourly

Position Summary:

Under the general supervision of the Customer Service Supervisor, serves a primary customer service contact for Saginaw County Community Mental Health Authority (SCCMHA). This position supports a safe, welcoming, and professional environment by coordinating front desk operations, managing incoming communications, assisting visitors and persons served in navigating services, and collaborating with internal departments including Security, Recipient Rights, and Clinical Departments. This position will be knowledgeable about and actively support culturally competent recovery based practices;

person centered planning as a shared decision making process with the individual, who defines his/her life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid persons served in the recovery process.

Essential Duties and Responsibilities:

1. Serves as primary customer service contact to Saginaw County Community Mental Health Authority. Answers and directs all incoming and inter-agency calls to appropriate departments/employees promptly and in a courteous, professional manner.

2. Provides information and direction to all persons served, visitors, and general public in a prompt, courteous, and professional manner at all times.

3. Collaborates with SCCMHA Security staff to support safe and secure building operations, including monitoring visitor access procedures, issuing, and tracking visitor badges, identifying unusual or concerning activity in the lobby area, and communicating promptly with security personnel when needed.

4. Provides coverage of the Customer Services greeting area to ensure visitors are welcomed promptly and professionally. Manages visitor sign-in procedures, issues visitor identification badges, provides directions within the building, and supports safe visitor flow.

5. Checks in recipients for scheduled appointments and ensures staff are notified of their arrival promptly, maintaining established customer service and operational timeliness standards.

6. Maintains informational brochures and educational materials in the customer service area, ensuring resources remain stocked and accessible to persons served and families. Assists individuals in locating relevant materials and promotes awareness of available resources, including persons served feedback and suggestion box opportunities.

7. Maintains basic office supplies, program and department forms, stationery, and adequate supplies for the copy machine, facsimile machine, and printers.

8. Oversees the maintenance of the office equipment (copiers, facsimile and central printers) and troubleshoots problems with operation and maintains the proper maintenance schedule for office equipment.

9. Checks agency voicemails and transfers to the appropriate SCCMHA staff.

10. Process postal mail, inter-office mail, receive/send packages, and coordinate with departments regarding deliveries.

11. Ability to perform scheduling tasks including but not limited to meeting rooms and agency vehicles.

12. Maintains accurate records and enters required data related to customer service operations, including tracking visitor type and volume and documenting telephone activity. Accurate visitor tracking supports building safety, emergency management, and agency reporting requirements.

13. Maintain strict confidentiality of persons served, staff, and agency information at all times in accordance with HIPAA regulations and SCCMHA policies.

14. Be familiar with Recipient Rights and conduct job performance to comply with SCCMHA Recipient Rights policies.

15. Will assist persons served and/or their families in filling out Recipient Rights Complaints, Appeals or Grievance forms, or assisting in general Customer Service questions. After assisting with filling out forms for complaints, appeals, or grievances, the information is forwarded to the appropriate person for completion of the investigation or review.

16. Utilizes Case Managers and/or Program Supervisors for guidance and resolution of issues, in the event a situation with a particular persons served occurs that needs clarification.

17. Utilizes Supervisor for guidance and resolution of issues, in the event a problematic situation with a particular visitor occurs.

18. Knowledge of SCCMHA offices, department heads, specific services available and locations of other community service agencies.

19. Process all taxi cab vouchers and keep updated records of all usage for billing purposes.

20. Ensures an adequate supply of initial orientation packets for new persons served and annual informational packets for existing persons served are prepared and available as needed.

21. Attends required training and in-services as scheduled by the Director of Environmental Services, Customer Services and Security.

22. Assist in any LEP or interpreter request for the agency.

23. Assist…