Family and Community Services Coordinator
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Position Description
This Full-Time, N on-Civil service position in the Head Start program located with the Metropolitan Action Commission includes medical, dental, pension and other insurance benefits.Work hours: 8:00 AM – 4:30 PM
Typical Duties
- Supervises a team of customer service and call center representatives.
- Assists in hiring and onboarding new employees.
- Assists with the coordination of intake and eligibility workflows.
- Motivates and supports team through coaching and feedback.
- Measures performance with key metrics such as call abandonment, calls waiting etc.
- Assists in the formulation of targets for individuals and teams.
- Assists with taking calls as needed.
- Anticipates escalation and take over calls when needed.
- Provides service information by answering questions and offering assistance.
- Keeps management informed on issues and problems.
- Prepares monthly/annual results and performance reports.
This classification supervises Customer Navigators who answers phone calls and a Receptionist who is responsible for greeting visitors to MAC.
This classification works under the direct supervision of the Family and Community Services Manager as well as the indirect supervision of the Family & Community Services Director.
Working Environment/ Physical standards
The work environment involves the everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, etc. The work area is adequately lighted, heated, and ventilated.
This classification works primarily in an office setting under generally favorable working conditions. There may be some walking, standing, bending, carrying of light items, etc. No special physical demands are required to perform the work.
Minimum Qualifications
Education and ExperienceBachelor Degree, and at least three (3) years of working in customer service, a supervisory role, or in a call center is required.
Candidates with accreditations earned in a foreign institute are encouraged to apply.
Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.
Preferred Experience, Knowledge, Skills, and Abilities
Performance Standards- Proven experience as call center supervisor or similar supervisory position in a virtual environment.
- Exceptional customer service expertise.
- Proficient in English good knowledge of additional languages will be a definite plus.
- Proficiency with Microsoft Word, Excel, PowerPoint or comparable software required.
- Tech savvy with knowledge of telephone equipment and relevant computer programs.
- Strong verbal and written communication skills.
- Ability to remain calm and respectful under pressure.
- Organizational skills and attention to detail.
- Excellent negotiation and problem-solving skills.
- Track record of taking initiative in managing competing priorities.
- Ability to partner well with colleagues both in and outside of the organization.
- Ability to comprehend complex policies, analyze work processes and train others on these policies and procedures.
- Ability to uphold the agency mission and core values and represent the agency in a positive and constructive manner.
- Ability to work with a diverse and active community.
- Experience in working with families with low incomes.
- Knowledge of community resources.
- Knowledgeable of local, state and federal regulations.
Shall be a resident of the State of Tennessee or become a resident of the state within six (6) months of employment with the Metropolitan Government.
LICENSES REQUIRED A valid driver license is required for this position.
For questions contact the Human Resources department at (615) 862-8860 extension 70105. Please be advised that ALL candidates for ANY position with the Metropolitan Action Commission will be subject to a background check . The Metropolitan Government of Nashville and the Metropolitan Action Commission are equal opportunity employers. In compliance with Tennessee law, all applications are subject to public disclosure.
Requests for ADA accommodations should be directed to Rickie McQueen at:
(615) 862-8860, Extension 70103
Full-time, Civil Service positions
–
10 Vacation Days per year (increasing after 5 years of service)
1 Sick Day per month
12 Paid Holidays per year
Public Safety – Sworn and Civilian positions
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20 vacation days per year
3 Personal days per year
1 Sick Day per month
12 paid holidays per year
Part-time, Non Civil Service positions
– Visit HR and Benefits webpages for more information.
Full-time, Non Civil Service positions
– contact hiring department for benefits information
Seasonal/Temporary positions
– no benefits offered.
