Intake Counselor

Description

Position Summary

Under the direct supervision of the Manager, Intake and Customer Relations, the Intake Counselor is the first point of contact for families, advocates and other early learning community members requesting information on ELCHC programs and referrals, with a specialized focus on childcare resources and referrals. This position will assist families with Voluntary Prekindergarten (VPK) applications and VPK child transfers. This position will also assist with School Readiness Provider transfers, as well as, providing CCR&R listing requests from families. The Intake Counselor position will be responsible for offering funding notification from the School Readiness waitlist and determining preliminary eligibility for the School Readiness Program. The primary mode for carrying out this work will be through the Customer Relations Contact Center (CRC).

Essential Duties and Responsibilities:

• Conduct client interviews by phone to assess customer’s needs and to identify available community resources
• Screen potential clients for Voluntary Pre-Kindergarten and School Readiness eligibility for federal, state and local funding by comparing customer information to program requirements
• Approve VPK applications and VPK re-enrollment
• Approve School Readiness provider transfer requests
• Resolve customer inquiries via phone and email in a courteous, timely, professional manner
• Capable of resolving issues and concerns by providing solutions to customers
• Identify and escalate priority issues to the appropriate leader
• Input and review client information in the Statewide Data System
• Document all call information according to standard operating procedures
• Maintain exceptional customer service skills at all times, including high call volume periods
• Assist with other duties as needed

Requirements

Qualifications:

• High school diploma or equivalent; Associate degree preferred
• Bilingual (English/Spanish) preferred
• Ability to exemplify our Core Values
• Proven ability to connect with a diverse population
• Ability to identify and resolve problems in a friendly, professional and timely manner
• Knowledge of Best Practice customer service principles and practices
• Minimum 12 month’s experience in a customer service environment handling high volumes of calls and working with multiple lines
• Knowledge of Microsoft Office Suite
• Ability to achieve Child Care Resource & Referral certification within 4 months of employment
• This position requires successful completion of the level 2 background screenings as set forth in s. 435.04,F.S

Supervisory Responsibilities: None

Physical Demands/ Work Environment

• Work Environment: This job operates in a general office setting. This role routinely uses standard office equipment such as computers, phones, copiers/fax machines. While performing the duties of this job, the employee frequently interacts with team members, providers and the public in person and via telephone and email.
• Physical Demands: While performing the duties of this job, the employee will be required to sit for prolonged periods, at a desk, utilizing a computer and reviewing online and paper documents. The employee will also be required to lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.