Customer Relations Specialist

Position Summary

The Customer Relations Specialist (CRS) serves as the first point of contact for individuals seeking information about Big Brothers Big Sisters. This role delivers high-quality customer service to prospective volunteer mentors and families interested in enrolling a child. Key responsibilities include:

• Screening volunteer applications (background checks, references, communication, and interview scheduling).
• Processing youth applications and engaging with families.
• Ensuring positive outcomes in customer satisfaction, volunteer conversion, and processing efficiency.
• Identifying and solving problems, and recommending process improvements to their supervisor.

The CRS plays a vital role in supporting agency goals through effective communication and process management.

Qualifications

Education:  An associate and/or bachelor’s degree from an accredited college or university is preferred.

Experience:  Customer service experience required.

Competencies and Skills:

• Self-motivated, energetic, and results-driven
• Creative, innovative, and adaptable
• Highly organized with strong attention to detail
• Persuasive and customer-focused with a positive attitude
• Excellent verbal and written communication skills
• Able to deliver difficult messages with empathy and compassion
• Strong interpersonal skills; able to build relationships across diverse populations
• Sound judgment and decision-making abilities
• Comfortable in a fast-paced, dynamic environment
• Maintains confidentiality in all communications and tasks
• Proficient in Microsoft Word, Outlook, and Excel
• Bilingual in Spanish is a plus

Position Responsibilities

• Apply child safety and risk management policies across all job functions.
• Deliver exceptional customer service to volunteers, families, youth, community partners, stakeholders, and other BBBS agencies.
• Respond to general inquiries and share accurate program information.
• Manage the volunteer mentor enrollment process:
• Provide clear information about expectations, safety, and outcomes.
• Guide volunteer mentors from initial inquiry to completed application.
• Identify and address barriers to engagement.
• Collect required documents and conduct thorough background checks at enrollment and annually (including criminal history, fingerprints, social media, and references).
• Schedule interviews with program staff within designated timelines.
• Support families through the youth enrollment process:
• Share eligibility criteria, expectations, and safety procedures.
• Maintain a current list of youth/family resources and provide referrals as needed.
• Maintain regular communication with prospective and active volunteer mentors and families:
• Follow up on interest, answer status inquiries, and keep records updated.
• Ensure timely and accurate data entry into Matchforce (Salesforce).
• Collaborate with program teams to ensure a seamless experience for volunteer mentors, youth, and families.
• Communicate regularly with program directors and immediate supervisor to address challenges and improve processes.
• Promote BBBS to other stakeholders or potential partners, especially during reference checks.
• Assist with volunteer recruitment events and program activities.
• Provide phone coverage and general office support as needed.
• Must be able to work a flexible schedule, including some evenings and weekends.

For a complete job description including Agency Requirements for All Staff, please see bbbsmilwaukee.org/careers/