Customer Service Administrative Support Specialist Behavior Treatment & Analysis Inc. Schedule: Monday - Saturday Salary: 11000-14000 Q Company Overview: We are an established organization specializing in Applied Behavior Analysis (ABA) treatment for individuals with autism and other developmental disorders. Our goal is to create meaningful changes in the lives of those we serve. We are seeking a skilled HR Generalist to join our dynamic team and play a vital role in our mission. Key Responsibilities • Family Communication & Scheduling: Proactively reach out to families to schedule and coordinate therapy sessions. Communicate empathetically and professionally, helping parents understand available services and persuasively guiding them to open time slots that fit their needs. • Customer Service & Support: Serve as a friendly, knowledgeable first point of contact for families. Handle incoming phone calls, emails, and chat messages, answer questions, address concerns, and resolve issues promptly with warmth and professionalism. Redirect inquiries to the appropriate departments or staff as needed to ensure families get timely assistance. • Satisfaction Calls & Feedback: Conduct regular follow-up calls to families after services are provided to gauge their satisfaction. Create a feedback loop by listening to their experiences, recording their input, and sharing insights with the team. Use this feedback to help measure service quality and suggest improvements that enhance our families' experience. • Data Entry & Administrative Support: Perform accurate data entry and maintain up-to-date records across multiple departments (such as scheduling, billing, and clinical teams). Ensure all family information, service schedules, and feedback data are correctly entered into our systems. Support other departments with administrative tasks as needed, helping to keep operations running smoothly. • Multi-Channel Communication Management: Efficiently manage multiple communication channels. Balance phone calls, emails, and online chat conversations, ensuring each family receives timely and attentive service. Prioritize and multitask across channels while maintaining a positive, solution-oriented attitude. • Collaboration & Flexibility: Work closely with clinicians, therapists, and other team members to coordinate schedules and share important information. Be highly collaborative, contributing to a team culture of support and open communication. Adapt to a rotating schedule and evolving business needs – whether that means adjusting to new procedures, taking on additional tasks, or covering different shifts – with a can-do, flexible attitude. • Problem Solving & Quality Improvement: Use your analytical skills and empathy to identify common issues or scheduling challenges faced by families. Help troubleshoot problems, recommend solutions, and participate in improving our processes so that our services continuously meet high standards of quality and compassion. Qualifications • Experience: 2+ years of experience in a customer service, administrative support, or scheduling coordinator role (experience in healthcare or human services is a plus). • Education: High school diploma or equivalent required. Additional coursework or a degree in business, communications, or a related field is advantageous. • Communication Skills: Exceptional interpersonal and communication skills (written and verbal). You communicate clearly, listen actively, and respond with empathy and professionalism. High emotional intelligence with the ability to connect with families in stressful or sensitive situations. • Organization & Multitasking: Highly organized and detail-oriented, able to manage multiple tasks simultaneously without letting anything slip through the cracks. Proven ability to juggle scheduling tasks, data entry, and customer inquiries in a fast-paced environment. • Technical Skills: Proficiency in standard office software (e.g. Microsoft Office Suite) and familiarity with CRM systems or scheduling software. Fast and accurate data entry skills are a must. • Problem-Solving: Strong analytical and problem-solving abilities. Comfortable gathering feedback, identifying trends or issues, and working with the team to implement solutions. • Flexibility: Willingness to work a flexible or rotating schedule (which may include varying shifts or occasional evenings/weekends) to meet the needs of our families and team. Adaptability to change and a positive attitude toward new challenges. • Professionalism: Reliable, punctual, and able to handle confidential information with integrity. A friendly demeanor with a customer-focused mindset at all times. Preferred Skills • Industry Knowledge: Experience in an ABA therapy practice, healthcare setting, or working with children with autism/special needs is a strong plus. This background can help you better understand our families' journeys and the importance of scheduling consistency. • Bilingual Communication: Fluency inEnglish • Feedback & Quality Assurance: Familiarity with conducting satisfaction surveys or participating in quality improvement initiatives. Experience gathering and acting on customer or employee feedback to improve service delivery. • Customer-Focused Environment: Previous work in a high-volume, customer-focused environment (such as a call center, medical office, or social services organization) is beneficial. This experience means you're comfortable handling a variety of customer needs and scenarios with tact and efficiency. • Collaboration: Experience working on cross-functional teams or in a role that required extensive teamwork. Being able to coordinate with clinicians, administrative staff, and management will help you excel in our collaborative setting. Why Join Us Make a difference every day. By joining our team, you will contribute to a purpose-driven organization dedicated to improving the lives of children and their families through ABA therapy. Every phone call you answer and every session you schedule helps a child get closer to reaching their potential and provides vital support to caregivers. We offer a supportive, inclusive, and team-oriented culture where your empathy and ideas are valued. You'll work with colleagues who are passionate, experienced, and collaborative. In this role, your contributions have a real, tangible impact – you help families access the services they need and ensure they have a positive experience with us. We also provide opportunities for professional growth and development, including training in our field and mentorship from seasoned team members. If you are a compassionate communicator who thrives on helping others and you want to be part of a mission that matters, join us! You will find a rewarding career here where your skills and heart for service will truly shine. Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.