Customer Service - Accra Connect Specialist

We are honored to have been named a Star Tribune Top Workplace for a third year in a row! This year, Accra has been awarded the Culture Excellence Awards for Innovation and Work-Life Flexibility.

This award is a reflection of the incredible team we have here at Accra where each employee can bring their whole self to work. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.

Our team members are our greatest resource and at Accra each employee can bring their whole self to work. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We are committed to an equitable approach and provide equal opportunity for employment and advancement at all levels within our departments, programs, and worksites.

The Accra Connect Specialist is the first point of contact for incoming agency calls. Answering inquiries for participants, caregivers, and counties while providing high-quality customer service.

• Answer inquiries by explaining desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Respond to requests for information by documenting and appropriately routing information internally or by providing information to the caller.
• Fulfill requests by clarifying desired information and forwarding requests.
• Other duties assigned by manager.

Requirements:

• 1-year experience working with clients/callers over the phone/answering phone calls.
• 1-year experience working with individuals with developmental and/or intellectual disabilities.
• 2-years post-secondary education required.
• Experience working with Waivered Services and or PCA is a plus.
• Maintain positive communication with Families, Counties and State Agencies.
• Advanced communication skills both written and oral; Spanish language fluency is a plus.
• Ability to organize and prioritize.
• Ability to handle numerous tasks simultaneously while maintaining strong attention to detail.
• Maintain a high standard of professional courtesy, flexibility, confidentiality while working in an office environment, independently and as a team member.