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OnTrack WNC is Hiring a Client Service Representative

Full-time (40 hours per week) Client Service Representative (CSR). You will work with another CSR to co-manage the workload.

The Client Service Representative must have excellent customer service skills and present our services with professionalism and kindness. The client’s overall experience is shaped during their first encounter with the agency. These first impressions occur online, by email, by phone, or in person.
The CSR ensures quality service by listening to clients, adhering to agency procedures, assisting with data collection and reporting, and fostering continuous process improvements. Candidate must possess ability to solve problems, as well as manage interruptions and uneven workflow. Teamwork is integral to the success of the Client Service team; candidate must be able to communicate within a team environment in a personable and friendly manner, exhibit flexibility, and desire to create outcomes best for the agency, coworkers, and clients. The employee supports clients to feel comfortable and must be organized and efficient in time/work management.

Compensation is $32,864 annually ($15.80/hour). After 90 days, you will be eligible for employer-paid medical, life, and disability insurance ($7,013/year estimated value based on the average of current employee premiums). After one year, Ontrack WNC will contribute to a 401(k) retirement plan ($1710/year, currently 5% of annual salary). Fluent Spanish speakers will receive an additional $1,331 ($0.64/hour) per year in compensation.

COVID-19 Policy
Out of concern for vulnerable populations whom we serve including those who are unable to vaccinate due to health reasons and based on feedback from our staff, OnTrack WNC strongly encourages employees to be fully vaccinated against COVID-19 before interacting with clients or coworkers. Once fully vaccinated, we offer our staff the choice between one additional day of PTO or $100.

We center equity in our hiring process.
OnTrack WNC strives to foster leadership and raise the voices of historically marginalized people, including, but not limited to, Black People and other People of Color, Indigenous and Native Peoples, LGBTQ and gender non-conforming people, Disabled People, immigrants, and low-income individuals. We strongly encourage candidates of these, or other, diverse backgrounds to apply.

Application Instructions:
Cover Letter and Resume: Cover letter must accompany the resume. In your cover letter:

-Help us make the connection between what you have done and what we are looking for.
-List aspects of previous work, school, or volunteer experience that will help you succeed in this job.
-Tell us about your commitment to communities of color, racial equity, and/or experience within the Black community in North Carolina.
-Tell us why you are interested in the job.

Subject line: “Client Service Representative – Your Last Name”. No phone or drop‐in inquiries please.
Submission: Email your cover letter and resume to Emily Matthews at emilym@ontrackwnc.org.
Deadline: Monday, October 4th at 8:00 AM. However, interviews will be scheduled as applications are received and until the position is filled.

Thank you!