Service Center Intake & Navigation Specialist

Job Description

Job Description

DC Government Agency has a 9 month contract position open for a Welcome Lobby Service Center Intake & Navigation Ambassador responsible for greeting Service Center customers. This is a fulltime, contract position on site in NE Washington, DC. Includes hourly pay, benefits, and sick leave accrual.

Welcoming customers to the Service Center lobby; connect with customers; and asking questions to discover customers’ needs, consistently demonstrating a positive and upbeat tone.

Making the best recommendations for next steps in navigation to resolve customers’ issue and setting proper expectations; closing out the customer experience by asking if there’s anything else you can assist the customer with.

Using Workflow Management system and Deli Ticket equipment to track customer’s name, reason for visit, and number in line; issuing customer a Deli Ticket and direct customer to the Lobby seating area.

The Welcome Lobby Ambassador shall be responsible for supporting Service Center Front Desk, including:

Assisting SSAs and Leadership Team to Triage and entering tasks into appropriate queues in Workflow Management system for processing.

Checking case narrative in the Workflow Management system; paraphrasing to ensure understanding and reason for Service Center visit; entering customer’s task in the appropriate queue in Current and direct customer to lobby seating area.

The Welcome Lobby Ambassador shall be responsible for supporting the ESA Welcome Center, including:

Assisting customers with pick up and drop off documents, general questions, information, District Direct Mobile App demos, and Online Fillable Form demos.

The Welcome Lobby Ambassador shall be responsible for providing Back Office support, including:

Assisting SSAs with scanning and tagging documents to reduce bottlenecks and ensure scanning and tagging documents remains as current as possible.

Scanning and tagging documents according to training and standard operating procedures; using Workflow Management system, Document Imaging system, and Eligibility Status reports, as well as IT equipment.

Identifying and addressing potential quality issues, communicating with team and supervisors to improve overall Service Center systems and processes.

Welcome Lobby Ambassadors shall be responsible for other duties as assigned by leadership.

Proven experience in providing exceptional customer service in a fast-paced environment.

Ability to actively listen to customers' needs, apply systems and processes, and provide appropriate guidance and recommendations.

Ability to work collaboratively with team members and follow instructions from SSAs and leadership.

Detail-oriented with the ability to accurately capture and record customer information using computer systems and software.

High level of professionalism and reliability in handling customer interactions in challenging situations and maintaining confidentiality.

Previous experience in a similar customer service or data entry role is highly desirable