Client Services Specialist

We are seeking a highly motivated and community-oriented individual to join our team as a Client Services Specialist. Client Services Specialists are the initial point of contact for all new clients of Gulfcoast Legal Services. The Client Services Specialist meets new or prospective clients, asks a series of questions for the purpose of compiling data, and then uses this data to determine the best next course of action for that client, while providing exceptional customer service. The Client Services Specialist also builds and maintains relationships with community members, leaders, and other organizations to foster understanding, facilitate communication, and ensure the organization is responsive to community needs. This involves helping create and implement community outreach and engagement strategies and working with community groups and organizations to build partnerships. There is an expectation of regular attendance at outreach and community events to ensure ongoing engagement and visibility within the community. They must be skilled in communication, community outreach, and engagement, and must have a good understanding of the community and its needs. Frequent travel will be required. This is a professional position under the supervision of the Managing Intake Attorney.

PRIMARY RESPONSIBILITIES:

• Efficiently and accurately complete intake questionnaires, open file, and transfer to appropriate unit(s) for follow-up; ensure completion of intake forms, following up with clients for additional information as necessary.
• Provide efficient and trauma-informed communications to prospective, new, and current clients of GLS.
• Determine client eligibility in accordance with funding criteria and conflict checks.
• Refer ineligible applicants to other sources of assistance and give appropriate information as instructed; process referrals to other legal services providers through appropriate channels.
• Process paperwork for new clients efficiently and in accordance with GLS policies.
• Obtain pertinent information from clients by asking them to complete surveys or interviews courteously and professionally.
• Answers and screens inquiry call and emails from prospective clients.
• Respect client or patient dignity and confidentiality.
• Attend outreach events at partner agencies as requested to provide on-site client services.
• Assist with training new screeners as requested.

BASIC STANDARDS OF PERFORMANCE:

• Satisfactory attendance and punctuality.
• Adherence to company confidentiality practices at all times.
• Compliance with all Gulfcoast Legal Services policies and procedures.
• Familiarity with and adherence to the company mission.
• Satisfactory completion of duties and responsibilities of the position as required by management and supervision.

SPECIAL KNOWLEDGE AND SKILLS:

• A commitment to the provision of high-quality legal services and underserved populations.
• Strong communication skills, both oral and written, required.
• Ability to deal professionally, courteously and efficiently with people.
• Exceptional problem-solving skills.
• Ability to work on various projects with competing priorities.
• Must be able to maximize existing resources effectively and efficiently.
• Must be able to maintain professional demeanor while working with the public.
• Attention to detail.
• Ability to forge positive relationships with prospects, colleagues, and the community.
• Excellent organizational, interpersonal and communication skills.
• Ability to work collaboratively and independently.
• Working knowledge of Microsoft Suite (Word, Excel, PowerPoint and Outlook) and CMS.
• Must be able to maintain positive working relationships while under pressure.
• Reliable transportation required. Frequent travel required.

EDUCATION/EXPERIENCE:

• High School diploma or equivalent.
• Typing skills of 50 WPM and the ability to enter data into computer.
• At least five years’ customer service experience preferred.

PHYSICAL DEMANDS:

• Ability to work on various projects with different priorities.
• Ability to work overtime when required.
• Ability to lift and/or carry office supplies, equipment, files, etc. up to 10 pounds.

Pay starts at $20.90/hour depending on experience, plus medical, dental, and vision insurance; retirement matching; and generous paid time off and holidays. GLS is a 501(c)3 organization and a qualifying employer for PSLF programs. Candidate must complete an application and pass a background screening before employment can begin. GLS is a non-profit agency and relies on grant funding. Continued employment is contingent upon grant funding.

GLS provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, GLS will provide reasonable accommodations for qualified individuals with disabilities.

Job Type: Full-time

Pay: From $20.90 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person