Customer Service Engagement Specialist

CUSTOMER SERVICE ENGAGEMENT SPECIALIST

Under the general supervision of the Director of Customer Services, the Customer Service Engagement Specialist serves as the liaison between the Detroit Wayne Integrated Health Network (DWIHN) and community groups, organizations, and service providers regarding community outreach support initiatives. 

PRINCIPAL DUTIES AND RESPONSIBLITIES:

• Performs specialized office work requiring knowledge of Customer Service policies and procedures.
• Coordinates and monitors the DWIHN’s Rapid Response Program to assess urgency and importance of web generated inquiries and takes appropriate action to ensure that the appropriate department provides required follow-up.  
• Assists the Customer Service department in developing and analyzing consumer and community outreach activities for the Unit’s participation.
• Assists with the organizing of Customer Service’s participation in DWIHN community-related events i.e. health fairs, focus groups, town hall meetings etc.
• Coordinates, implements and monitors DWIHN’s Customer Service’s participation in DWIHN related community events. 
• Assists with the maintenance of the monthly Customer Service calendar.
• Collaborates with the Office of Peer Participation on the facilitation of consumer related programs that promote wellness. (i.e. healthy eating, fitness and smoking cessation). 
• Oversees the inventory for Customer Service educational materials for DWIHN displays and community outreach events.
• Develops and disseminates promotional materials and activities that address mental health community awareness, i.e. newsletters, flyers etc. 
• Writes, designs and edits Customer Service educational and promotional publications. 
• Supervises the design, development and dissemination of the DWIHN quarterly Consumer newsletter.
• Assists with coordination of language interpretation requests. 
• Provides back-up assistance with welcome reception desk activities. 
• Provides applicable Customer Service information, referral, linkage and follow through for telephone and walk-in inquiries.
• Maintains the DWIHN Library.
• Prepares summative evaluation reports after each community outreach event for statistical reporting to the Customer Service Director and Management Team. 
• Submits monthly reports to the Customer Service Director and Management Team regarding Customer Service Consumer and Community outreach activities and the Rapid Response program.
• Performs related duties as assigned. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Customer Service policies and procedures.
• Knowledge of DWIHN policies and procedures.
• Knowledge of the Mental Health Code.
• Knowledge of community outreach activities.
• Knowledge of the DWIHN provider network.
• Clerical skills.
• Filing skills.
• Scheduling skills. 
• Computer skills
• Organizational skills.
• Planning skills.
• Presentation skills.
• Customer Service Skills.
• Communication skills.
• Teamwork Skills.
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability

REQUIRED EDUCATION:

Bachelor’s degree from a recognized college or university. 

REQUIRED EXPERIENCE:

Two (2) years) of professional experience in a Human or Social Services setting.

Work must include experience in Customer Service and Community Relations writing reports and organizing special events.

REQUIRED LICENSE(S).

A valid State of Michigan Driver’s License with a safe and acceptable driving record.

 WORKING CONDITIONS:

Work is usually performed in an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan.  This position can work remotely with supervisory approval.  Currently this position is primarily a remote position.

Please Note:  DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process. 

This description is not intended to be a complete statement of job content, rather to act as the essential functions performed.  Management retains the discretion to add or change the position at any time. 

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer