Information Specialist- Head Start

The Information Specialist I is responsible for providing accurate, timely, and meaningful responses to information requests and inquiries referrals to the public (parents/caregivers), early childhood professionals, the Head Start community, and OHS/Federal staff. Requests and inquiries may be via phone calls and emails. The Information Specialist I proactively seeks to understand information being requested and uses project databases and resource tools to ensure consistent information is being provided.

This opportunity is a hybrid role requiring one day a week in our North Bethesda, MD or San Mateo, CA office

This role is part time and has an alternating weekly schedule, M-F: 8 AM - 1 PM ET and 1 PM - 6 PM ET

ESSENTIAL JOB FUNCTIONS:

• Answers customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client-specific instruction

• Checks, processes, and responds to voicemail requests and emails requesting information on project related issues

• Monitors other lines of communication, including postal mail, faxes, text chat, etc.

• Actively listens to recognize opportunities to offer the correct information and when needed additional information to callers to ensure the caller and client have received the best customer service experience possible

• Ability to conduct research on complex inquiries to resolve customer's needs. When needed, provides additional follow-up with customers

• Ensures all inquiries are addressed in a timely manner and are documented and tracked by entering information into online ordering system and various other internal documents

• Remains current on project related and general health information via training, the Web, and other resources

• Contributes to project related reports

• As needed, supports other JBS contracts

MINIMUM JOB QUALIFICATIONS:

Education:

• Bachelor's degree in related field and early childhood education

Experience:

• Minimum 1 year of experience working in a call center AND/OR early childhood education related experience

• Experience in research using the internet and other web-based platforms

Language:

• English (Written and Oral)

Knowledge:

• Customer service skills. Clear oral communication skills. Ability to write clearly, concisely, and logically, using correct grammar, punctuation, capitalization, and spelling as well as language that is appropriate for the target audience. Excellent research and computer skills.

Software Proficiency:

• Proficiency in Microsoft Office (Word and Excel). Proficiency conducting internet research

• Genesys Telephony System, HighGear and Smartsheet

Soft Skills:

• Strong oral and written communication skills, ability to think quickly and be proactive to resolve needs quickly

Physical/Mental Requirements:

• Ability to sit for prolonged periods at a desk or computer workstation.

• Regularly uses a computer, keyboard, and mouse.

• Normal or corrected vision to read documents, view computer screens, and perform tasks that require visual accuracy.

• Ability to hear and understand spoken information in person and over the phone.

• Minimal lifting and carrying may be required, typically light office supplies or documents.

• Ability to move within the office environment to access equipment, files, and interact with colleagues.

• Ability to handle occasional stress related to deadlines, workloads, or challenging tasks.

PREFERRED JOB QUALIFICATIONS:

Language:

• English and Spanish Fluency (Written and Oral)

OTHER DUTIES AS ASSIGNED: This position description should not be construed to imply that these requirements are the exclusive standards of the position, nor will it be the sole basis for any subsequent employee evaluations. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

This position is subject to availability of funds and to any and all restrictions contained in the contract or contracts that provide funding for this position.

APPLICATION INFORMATION:

If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include a cover letter, resume, and at least three (3) professional references.

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.