Client Relations Specialist

Rebuilding Together Pittsburgh

http://www.rtpittsburgh.org

Website Rebuilding Together Pittsburgh

Improving communities, one safe and healthy home at a time.

REPORTS TO: Director of Operations
STATUS: Full-Time, non-exempt

POSITION SUMMARY: The Client Relations Specialist serves as the central touch point of client communication — helping clients navigate RTP’s repair process, documentation requirements and identify and apply for resources related to their needs as a homeowner. The Client Relations Specialist is responsible for case management, leading cross-department meetings, management of client referrals, and supporting community partnership agreements. The Client Relations Specialist will interface with all organizational teams.

GENERAL QUALIFICATIONS:

  • A sincere and deep commitment to the mission of Rebuilding Together Pittsburgh
  • Ability to work cooperatively and communicate effectively with a diverse group of staff, clients and stakeholders
  • Entrepreneurial and enthusiastic about working in a fluid, fast-paced environment with minimal supervision
  • Strong personal work ethic and the desire to take pride in assigned work
  • High emotional intelligence
  • Must be willing to travel throughout the SWPA region
  • Ability to work a flexible schedule that includes occasional weekends
  • Bachelor’s degree preferred, but those without a degree but having relevant experience are strongly encouraged to apply
  • Familiarity of Pittsburgh’s housing and social service landscape desirable.
  • Valid driver’s license required

SKILLS & CAPABILITIES:

  • Skilled case manager who can identify needs, implement strategy and juggle a significant volume of cases to completion.
  • Strong interpersonal skills, ability to build teamwork and motivate a wide range of individuals and stakeholders
  • Experience in assessing needs of clients and building working plans to successfully complete intended projects
  • Confident in ability to identify gaps in services and provide recommendations and/or solutions to address these gaps
  • Keen awareness and understanding of the barriers faced by vulnerable populations
  • Excellent written and oral communication skills with an acute attention to the details
  • Proficient in MS Office suite (Word, Excel, Outlook) and eager to engage with new technologies
  • This job is physical in nature.  While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; lift and carry objects weighing up to 35lbs; and talk and hear. Use of computer is required.

ESSENTIAL JOB FUNCTIONS:

Client Relations

Applicant Support and Intake:

  • Connect applicants and offer alternative and appropriate resources when deemed unable to serve.
  • Schedule home assessments with Project Managers and provide support to the Construction staff and check eligibility for other programs/resources in the area and provide client with referral information
  • Collect and compile household information to ensure compliance with the various requirements of different grants and funding sources

Client Onboarding:

  • Collaborate with Project Managers to administer onboarding paperwork.
  • Communicate to clients of their approval status as well as timelines and process of RTP work.
  • Ensure that each client is administered a needs assessment and that any referral information is thoroughly reviewed

Client support while project is active:

  • Provide support in the execution of monthly calls as assigned by the Senior Program Manager as needed.
  • Participate in weekly update pods with assigned Project Managers to ensure both Client Relations and Construction has up-to-date information for the ongoing projects.
  • When applicable, assist clients with applications or participation with outside service providers
  • Document all communication and work with homeowners on Salesforce to ensure effective communication across the Client Relations team and across departments

Client Closeout:

  • Collaborate with the Construction team to administer close out paperwork
  • Review referrals provided to homeowners and ensure homeowner has information to access external services or programs they qualify for.
  • Support in the administration of satisfaction surveys.

Client Management

Coordinate all client referrals:

  • Connect clients to services based upon completed needs assessment and grant requirements
  • Ensure needs assessment, RTP interest form and external service provider material are up to date
  • Maintain regular contact with service providers to ensure the referral is executed
  • When necessary, assist clients with questions or concerns regarding their referral
  • When necessary, assist clients gather the necessary paperwork to successfully enroll in other organizations’ programs.
  • Track and report trends of client referrals seen through intakes and service and referral assessment
  • Track results of referrals, recommend service areas that we need to create or expand a partnership

Community Partnerships:

  • Coordinate the partnerships that support clients receiving homeowner financial counseling
  • Oversee partner portals that refer clients to RTP’s services,

Other Duties:

  • When scheduled, answer main phone line and transfer to appropriate staff member
  • If necessary, recruit administrative volunteer, create work plan for volunteer, and provide weekly supervision
  • On site hospitality support for volunteer events

To apply for this job email your details to ccampbell@rtpittsburgh.org