Centerstone is among the nation's leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people's lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings.

Job Description:

SUMMARY OF RESPONSIBILITY

In keeping with the Mission/Vision/Values of Centerstone, a CUSTOMER EXPERIENCE SPECIALIST provides excellent customer care. A CUSTOMER EXPERIENCE SPECIALIST is required to work independently (or works under the direction of supervisor) when performing job tasks/providing services. As part of Centerstone's team-oriented philosophy, a CUSTOMER EXPERIENCE SPECIALIST is expected to actively participate in variety of cross-functional teams and performance improvement initiatives.

ESSENTIAL DUTIES

1. Completes job requirements with independent action and resourcefulness and seeks out additional duties during periods of downtime. Organizes time, effort, and use of resources to achieve desired outcomes.

2. Centerstone expects all staff to have a strong desire to provide excellent customer experience; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; must possess the flexibility to work with consumers at various stages in their personal growth; and to have an attitude of wanting to continuously improve their own performance as well as that of Centerstone. This also includes consistently returning phone calls and e-mails within 24 hours and updating voicemail/out of office e-mail, as well as consistently using pleasant tone and having a helpful attitude.

3. Meet or exceed Key Performance Indicators (KPI's) expectations.

4. Treats all consumers and colleagues with dignity and respect, regardless of race, ethnicity, nationality, religion, sexual orientation, gender, or other legally protected status.

5. Shows consideration for others, works cooperatively with any coworker; provides constructive feedback without undue criticism of others; displays appreciation of differences in approaches, personalities, and viewpoints of others. Works professionally, respectfully, positively and cooperatively within a team-based framework to promote Centerstone's commitment to consumer personal growth.

6. Supports the strategic goals and mission/vision/values of Centerstone at all times when interacting with consumers, co-workers and professionals from other organizations and presents a positive and professional demeanor.

7. Takes initiative to prevent and resolve problems and offers recommendations for improving services and transforming Centerstone into an organization that embraces excellent customer experience.

8. Attend meetings as assigned. Participate on committees as assigned. Maintain appropriate communication with other employees and work as an effective member of the customer experience team.

9. Meet and maintain applicable trainings that are a requirement of Centerstone.

OTHER DUTIES AND RESPONSIBILITIES

1. Perform other duties as assigned, not inconsistent with qualifications and regular duties. Including working outside ones regular schedule when needed.
ESSENTIAL KNOWLEDGE AND SKILLS
- Knowledge of guidelines for confidentiality
- Knowledge of applicable regulatory guidelines and codes, agency policies and procedures, and Federal and state laws pertaining to position
- Skill in written and oral communication
- Skill in customer service techniques
- Skill in establishing and maintaining interpersonal relationships with clients and staff
- Skill in problem-solving
- Skill in identifying and prioritizing job tasks
- Skill in applying non-violent crisis intervention techniques (including knowledge of who to notify when a crisis occurs) and maintaining personal safety

RESPONSIBILITY

In keeping with the Mission of Centerstone, the CUSTOMER EXPERIENCE SPECIALIST is responsible for providing support to the organization including providing excellent customer service, typing, copying, filing, data entry and other administrative duties. The CUSTOMER EXPERIENCE SPECIALIST is also responsible for providing coverage at the front desk by answering the phone, greeting clients and visitors, scheduling appointments and entering client information into an automated system. As part of Centerstone's team-oriented philosophy, the CUSTOMER EXPERIENCE SPECIALIST is expected to actively participate in variety of cross-functional teams and performance improvement initiatives.

DIFFICULTY

A. Complexity: Position is characterized by a series of competencies: Action-Oriented, Dealing with Ambiguity, Approachability, Compassion, Composure, Conflict Management, Customer Focus, Ethics and Values, Functional/Technical Skills, Humor, Informing, Integrity and Trust, Listening, Organizing, Patience, Peer Relationships, Priority Setting, Problem Solving, Respects Diversity, Self-Development and Knowledge, Time Management, Work/Life Balance and Written Communications.

B. Scope & Effect: This job affects the physical, emotional, and psychological well being of service recipients.

PERSONAL RELATIONSHIPS

A. Personal Contacts: Position has daily contact with staff and clients; regular contact with visitors; and may have occasional contact with board members, city officials and compliance officials.

B. Purpose of Contacts: Purpose of contact varies between people listed above. During contact with others is primarily to gather information and give the best customer experience while having contact with all people during daily interactions.

ENVIRONMENTAL DEMANDS

A. Physical Requirements: The work is primarily sedentary, but requires skill in non-violent crisis intervention. Must be able to lift up to 25 lbs.

B. Work Environment: Work is primarily performed in an office environment. There is risk due to location of services and/or potential violence of service recipients in crisis. Position may require contact with bodily fluids; this may require the use of protective gear.

MINIMUM CREDENTIALS/REQUIREMENTS

High school diploma or equivalent and ability to type 50-55 words per minute required. Three years customer or administrative support experience to a team or multiple individuals strongly preferred. Two years experience in a medical office setting preferred. Ability to prioritize and manage multiple tasks required. Excellent customer service, telephone, and communication skills also required. Position also requires the ability to utilize necessary computer hardware and software including a working knowledge of personal computers, Microsoft Windows and the Microsoft Office suite. Proficiency in Microsoft Word and Excel required; experience using Power Point preferred. Valid driver's license & insurance required. Centerstone expects all staff to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; must possess the flexibility to work with consumers at various stages of recovering including high-risk consumers with complicated problems; and to have an attitude of wanting to continuously improve their own performance as well as that of Centerstone.

Time Type:

Entry Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage
• Flexible Spending and Health Savings Accounts
• 403b retirement plan with company match
• Paid time off and ten paid holidays
• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
• Diversity, Equity, and Inclusion employee resource groups
• Continuing education opportunities
• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. Centerstone does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our beliefs toward diversity and inclusion.

Our approach to diversity is simple-it's about embracing everyone. Together, we continue to develop an inclusive culture that encourages, supports and celebrates the diverse voices and experiences of our employees. It powers our innovation and connects us closer to each other, to our clients and the communities we serve. We strive to create a workplace that reflects the growing world around us, and where everyone feels empowered, safe and welcomed.