14 days old

Client Account Coordinator

Kelly Services
Houston, TX 77007
Kelly Services has partnered with a non-profit in the Houston area and we are needing multiple Client Account Coordinators for a contract opportunity through the end of 2020.

Please review the description below.


CARES Response Team Member is responsible for the review and coordination of the Response Department client concerns triaging them to assess for rapid solutions or escalation to needed stakeholders. This staff member could directly work with the public, will work with programmatic staff as processing of concerns occur, and ultimately identify escalation issues. This person will work to track metrics, reports and identify trends for areas of improvement. The successful candidate will be solution oriented and skilled at consumer responsiveness in a timely manner.


+ **50% Concerns Triaging**

+ Duties include directly answering phone or email contacts from clients or working from spreadsheets to contact client(s) with concerns to assist with quick resolution. These are to be documented and escalated further as needed to needed program or QC staff.

+ Be 3rd party person from programmatic teams to assist client in documenting concerns that are escalating into procedures for further review or formal client grievance.

+ Works closely with programmatic teams on trends, concerns or trends areas of non-compliance for immediate evaluation. To ensure timeliness of effective changes needed, staff member will work closely programmatic teams leads, program leadership, and Quality and Compliance members.

+ Ensure that teams in direct contact with public are given accurate messaging for redirecting client to the application process if not current client.

+ Attend team and departmental meetings for further information. This could include a group triage setting for individual concerns or informative sessions on procedures and guidelines.

**20% Review Duties**

+ Duties include a review of database or case client file information for compliance of eligibility criteria

+ Review of ongoing processes and areas for improvement within teams working closely with Team leads.

+ Participating in and conducting training in relation to entering information to ensure accurate client documentation by all staff members.

+ Provide communication updates to team and department members on changes or information needed to ensure timeliness and accurate documentation

+ Ensure that needed data is being entered and logged for any concerns into various platforms as needed including but not limited to the Call Center Connective Database or review information therein

+ Ensure that data is being collected though Agency Database (ETO or SharePoint) and programmatic forms for tracking and documenting

**10% Perform other duties as assigned**

+ Attends internal and external meetings related to concerns management and the various
reporting needs of the agency.

+ And performs other duties as assigned.


+ Bachelors Degree in Social Sciences with a background in case management supervisory roles OR quality and compliance type services

+ Associates Degree in related fields with a minimum of 2 years of relevant work experience in case management supervisory roles


+ Familiarity with customer relationship processes and software, case management/human services software, or collaboration software systems (i.e.: SharePoint, Connective, ETO etc.) preferred.

+ Advanced productivity software skills including Microsoft Excel, PowerPoint, and Word. Familiarity with Microsoft Access preferred.

+ Advanced written, verbal, and visual communication skills.

+ Ability to handle and maintain confidential information in a safe, secure manner.

+ Experience working in a nonprofit organization is preferred, but not required.

These are contract opportunities through the end of 2020. May go longer.

Pay is DOE

Please apply today for immediate consideration!

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.


Posted: 2020-09-04 Expires: 2020-10-05

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Client Account Coordinator

Kelly Services
Houston, TX 77007

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