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Data Management Specialist / Customer Service

“An Equal Opportunity/Affirmative Action Employer”

POSITION TITLE: Data Management Specialist/Customer Service
STATUS: Full-Time (40 hours per week)
LOCATION OF WORK: 1699 W. Mound St.
REPORTS TO: Customer Service Director

POSITION SUMMARY:

This position is responsible for completing data entry and report generation for all active Nutrition Programs. This position is responsible for ensuring that all meal additions/cancellations and service changes are entered electronically. This position is responsible for managing all clients, volunteer, case manager, and staff communication. Work requires expertise in attention to detail, customer service, clerical, communication, and an ability to handle multiple functions at one time. This position will have frequent contact with agency personnel, volunteers, clients, funders and case managers, and the general public. This position requires an understanding of older adults and handicapped individuals. A positive and cooperative image and attitude is crucial for this position. Work performed is under the general supervision of the Customer Service Director.

PRINCIPAL RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

  • Responsible for daily data entry as it relates to new client entry and services for all active Nutrition Programs, including Meals-on-Wheels, Dining Centers, .
  • Responsible for documenting additions for all Nutrition Programs, including Meals-on –Wheels, Dining Centers and Help at Home.
  • Responsible for processing communications, such as case manager faxes and emails.
  • Responsible for monitoring and maintaining a database of sensitive and confidential information, in accordance with written office procedures; databases may be medical, employee or client
  • Identifies inaccurate or incomplete data, and notifies appropriate supervisor of the inaccuracies.
  • Responsible for monitoring all electric referral systems for new clients, including Franklin County Senior Options, Lifecare website and incoming insurance company fax referrals.
  • Responsible for providing a welcoming atmosphere and for providing daily telephone and in-person customer service support for clients, drivers, dining center coordinators, volunteers, case managers, and other agency personnel in a friendly, efficient, professional manner.
  • Responsible for processing communications, such as case manager faxes and emails.
  • Responsible for making any client demographic updates or corrections.

WORKING CONDITIONS:

Work in Agency office. 40 hours per week between agency opening and closing, Monday through Friday.

QUALIFICATIONS:

High school diploma or equivalent. Preferred completion of an Associate’s degree in business, secretarial science, or a related field. One year of customer service experience and data entry experience. Accurate typing of 40 wpm; basic word processing skills using Microsoft Word; basic database skills using Microsoft Access; basic database skills using Microsoft Excel; skill in operating office equipment. This employee must have strong customer relations, multi-task skills, and be detailed oriented.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ability to communicate over the telephone and in person with a diverse public, including older adults and handicapped individuals.
  • Knowledge of modern office practices and procedures.
  • Exceptional customer service skills.
  • Ability to answer multi-line telephone system.
  • Experience inputting accurate data into computer database and running reports.
  • Ability to operate standard office equipment.
  • Ability to develop and maintain effective working relationships with departmental staff, agency staff, clients, volunteers, and members of the community.
  • Ability to work independently and with limited supervision.
  • Ability to maintain discretion and integrity in handling confidential information.
  • Ability to ask for supervisory assistance when needed.
  • Ability to meet strict deadlines by following through completely on assigned tasks.

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