Client Services Support Specialist | Farm and Food Worker Relief Program (FFWR)

Client Services Support Specialist Job Responsibilities: Respond promptly and professionally to incoming Beneficiary’s inquiries in person, by telephone, or by email.
Check voicemail inboxes and return calls in a timely manner.
Identify customer questions, concerns, and overall needs and provide accurate answers and solutions to the Beneficiary’s queries.
In response to Beneficiary and sub-recipient questions, explain concisely, check for beneficiary understanding and acceptance, and offer data entry assistance and document uploads, as necessary.
Follow up with callers on complaint and/or question resolution status and address customer complaints compassionately and patiently.
Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
Client Services Support Specialist Job Qualifications: Respond promptly and professionally to incoming Beneficiary’s inquiries in person, by telephone, or by email.
Check voicemail inboxes and return calls in a timely manner.
Identify customer questions, concerns, and overall needs and provide accurate answers and solutions to the Beneficiary’s queries.
In response to Beneficiary and sub-recipient questions, explain concisely, check for beneficiary understanding and acceptance, and offer data entry assistance and document uploads, as necessary.
Follow up with callers on complaint and/or question resolution status and address customer complaints compassionately and patiently.
Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
Redirect customers to appropriate FFWR teams and/or departments, including sub-recipients.
Develop professional relationships with Subrecipients through excellent customer service.
Collaborate with the FFWR team, sub-recipients, and other company departments to ensure overall customer and service satisfaction.
Provide software application support under the supervision of the Program Director and the lead MyCAP contact.
Handle support cases, including the replication of software bugs.
Assist Beneficiaries and sub-recipients with MyCAP data entry questions and provide guidance on the data upload process.
Identify root causes of MyCAP data issues and contribute to troubleshooting support issues.
Maintain updated knowledge of the FFWR program and MyCAP changes, including customer service policies.
Attend meetings, seminars, and workshops, and perform other duties as assigned.
Additional Eligibility Requirements: Employment with UMOS is contingent upon the successful completion of a criminal background check prior to employment.
UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Education Required High School or better Preferred Associates or better Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)