Regulatory Relations Specialist jobs in Alaska

WE ARE:

Defenders of potential. Big Brothers Big Sisters of Alaska is a forward thinking agency who works with community members to help ignite the potential in our Alaskan youth. We do so by creating one-to-one mentoring relationships between our Bigs and Littles.

YOU ARE:

An individual curious about what it takes to create a movement and make a real impact in your community. A collaborative and cross-culturally effective communicator. Someone who understands the power of mentorship and can speak to it. A person who can convey the values of Big Brothers Big Sisters of Alaska to help bring our vision to life. A highly organized professional that can shift from one task to another smoothly and efficiently. You understand the importance of customer service and support participants with professionalism and excitement. You are knowledgeable and thoughtful about relationships with Alaska Native Organizations, Corporations and Tribal entities. You believe in the power of inclusion.

JOB SUMMARY:

The Customer Relations Specialist is a critically important role and is often the first person people encounter when signing up to be a Big or Little! We’re looking for a team player who will provide the highest level of customer service for our families and volunteers. The Customer Relations Specialist will efficiently and professionally respond to volunteer and family inquiries, assist to schedule interviews and enter data into the database system. They will begin the youth and volunteer enrollment processes in a timely manner and ensure a smooth transition to Enrollment Specialists. This position will handle all incoming communication from the public, data entry and other administrative duties as assigned. This position requires some evening and weekend hours as necessary to put our young people, families and volunteers first.

JOB RESPONSIBILITIES:

• Ensure that all participants (Volunteer, Child, Parent) experience is marked by an atmosphere of engagement and motivation and that all participants receive an engaging, positive and personalized response from Big Brothers Big Sisters.
• Effectively move participants from the point of first contact to active enrollment in a timely fashion.
• Send forms or program information as needed to volunteers, families or school administrators.
• Collaborate with other service delivery staff to ensure smooth transition among functions.
• Respond to all volunteer and parental/guardian calls of inquiry regarding their enrolled status (or that of their children). Ensure that all such inquiries receive prompt and informative responses.
• Monitors the main phone lines, general email accounts, replies and directs inquiries to the appropriate parties, communicates agency information and opportunities. Persistently and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the enrollment process.
• Check references and conduct background checks for volunteers. Immediately bring to the attention of Enrollment and Match Specialist any concerns surfacing during reference checking that may influence the volunteer enrollment process.
• Enter all inquiries and pertinent program and financial data into appropriate databases, ensuring accuracy and timeliness of information systems.
• Maintain confidentiality on all personnel, participant, financial, and agency matters.
• Participate in assigned agency activities- match activities, outreach, fundraisers, etc.
• Sends, sorts and distributes mail including packages, invoices, receipts, donations and other time-sensitive materials, and prepares correspondence.
• Maintain inventory of office supplies and re-order as needed, handle all office equipment maintenance records and communication for needed repairs.
• Maintain a donor database and send out timely donor acknowledgements.
• Provides clerical and administrative support as directed by supervisor to the COFO, CEO, Director of Programs or others.
• Financial data entry including within software such as Bill.com and Quickbooks.
• Performs general upkeep and maintenance in the office.
• Other duties as assigned.

JOB COMPETENCIES:

• Attention to Detail: Able to review data/documents for accuracy and consistency; take action to prevent mistakes; follow procedures closely; keep records accurate and up to date.
• Customer Focus: Able to build rapport with customers, listening and responding effectively and efficiently to meet their needs; identify unexpressed customer needs and potential products/services to meet those needs; prioritize work in alignment with the needs of the customer; use customer knowledge and feedback to improve own work results; provide a welcoming and inclusive experience for prospective volunteers, youth and families of diverse perspectives, talents, backgrounds and/or styles.
• Flexibility & Achieving Change: Able to positively deal with changes that affect job requirements; adapt to shifting priorities in response to the needs of internal and external clients; quickly recognize situations/conditions where change is needed; work to clarify situations where information, instructions, or objectives are ambiguous; support organizational change.
• Gets Results: Able to demonstrate high personal work standards and a sense of urgency about results; do everything possible to meet goals and deadlines without sacrificing quality; persist in the face of changing circumstances; accept responsibility for the outcomes of his/her own work.
• Influencing: Able to persuade and enlist others' support in accomplishing objectives; motivate/reassure prospective volunteers and youth/families to enrollment by using data or logic to aid them in their decision; use different influence approaches as appropriate.
• Planning & Organizing: Able to create detailed work plans; balance the need for adequate planning with the need for action; avoid wasting time on tasks that yield low value; use resources efficiently; create and monitor measures to chart the progress and impact of assignments.
• Relationship Building: Able to deal effectively with people in order to get work accomplished; adjust own interpersonal approach to fit the interpersonal style/needs of others; recognize the impact of one's behavior on others; build a network of internal and external contacts to meet job responsibilities.
• Strategic Alignment: Able to align own work objectives with the organization's strategic plan or objectives; act with an understanding of how the community affects the business and how own actions and decisions affect other jobs or outcomes.
• Valuing JEDI (Justice, Equity, Diversity and Inclusion): Able to make diversity/inclusion an integral part of overall long term plan; sponsor/mentor individuals from a variety of backgrounds and perspectives; communicate and support a department-wide zero-tolerance policy toward inappropriate, illegal or discriminatory behaviors; make suggestions for team changes that enhance workforce diversity. Able to communicate internally and externally that diversity/inclusion is an integral part of how the organization does business.

JOB QUALIFICATIONS:

Minimum HS diploma or GED with 2 years prior customer service experience. Our ideal candidate will have experience in some or all of the following:

• Office administration
• Experience working with both child and adult populations
• Experience or knowledge of trauma-informed care preferred.

REQUIRED SKILLS AND ABILITIES

Excellent oral and written communication skills reflecting solid customer service. Ability to relate well in multicultural environments. Effectively collaborate with other staff. Use time effectively. Adapt to shifting priorities. Comfortable with technology and proficient with Google Drive products.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:

This position will work from the Big Brothers Big Sisters Donation Center and Mentoring offices. Flexible work hours to meet customer needs. May travel to local communities and neighborhoods for in-person events. Ability to sit in meetings and work effectively using a computer for long periods of time.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Contents may be subject to change to meet the needs of the organization.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

People with a criminal record are encouraged to apply

Work Location: In person