Client Services Specialist

SUMMARY

The Client Services Specialist serves as the first point of contact for individuals and families seeking assistance from our organization. This role ensures every caller and visitor receives respectful, compassionate, and efficient service. This role manages incoming calls, listens to and documents client feedback, and routes inquiries or concerns to the appropriate staff or department. The position requires excellent communication skills, sound judgment, discretion, and sensitivity, as well as fluency in both English and Spanish.

ESSENTIAL DUTIES AND RESPONSIBILITES

Adhere to Target Hunger’s mission which is to alleviate hunger and its root causes in the Houston neighborhoods we serve. Our vision is a Houston where no one goes hungry, and everyone can provide food for themselves and their families.

Client Communication

• Answer and manage all incoming calls and general inquiries with professionalism and empathy.
• Easily handle many emails and phone calls from multiple clients and coworkers per day.
• Greet and assist walk-in clients or visitors as needed.
• Listen to client concerns, questions, and feedback; document issues accurately and route to the appropriate program or department. Reports any concerns to management.
• Record and track client feedback or complaint trends for leadership review.
• Maintain confidentiality and discretion when handling sensitive information.
• Provide clear information about available services, eligibility, and program schedules.
• Support coordination of client appointments, referrals, or follow-up communication as directed.

Administrative/Documentation

• Maintain organized phone logs, client interaction notes, and data in the organization’s systems.
• Responsible for entering program participants into Apricot system, reviewing for accuracy, and completing in a timely manner. Including annual recertification of clients when needed.
• Responsible for reviewing entries in Apricot and ensuring services are accurate, current, and not in excess.
• Perform administrative and communication support duties as assigned.

Team Collaboration

• Collaborate with program and pantry teams to ensure smooth communication and client satisfaction.
• Participate in team meetings to share client insights and help identify service improvement opportunities. Participation in gathering participants stories.
• Reliable, consistent, on-site attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and participating in meetings and presentations.
• Learn and understand guidelines from TDA to better support The Emergency Food Assistance Program (TEFAP) and Houston Food Bank (HFB) requirements.
• Communicates regularly with management and team members to address any client needs or concerns.
• Perform other duties as assigned including, but not limited to, providing support to other departments when required.
• Comply with departmental goals and objectives.

QUALIFICATIONS

Education and/or Experience

• High School diploma or equivalent, with some college preferred
• One year of administrative work and customer service, preferably demonstrating confidentiality and discretion.

Computer Skills

• Proficiency with Microsoft Office applications
• Apricot Database or ability to learn client intake system.
• Knowledge of basic office equipment including but not limited to; fax machine, telephone, copier, printer and personal computer.

Communication Skills

• Excellent written, verbal, and interpersonal communication skills
• Demonstrated ability to communicate with professionalism, patience, and compassion.
• The ability to de-escalate difficult situations with empathy.
• Maintain strict confidentiality of all client records and information obtained during interview process.
• Bilingual (English/Spanish) is required.

Organizational Skills

• Strong problem-solving abilities, organizational skills and attention to detail in documentation.
• Demonstrated ability to plan, manage and follow through on multiple daily tasks.

Other Skills and Abilities

• Knowledge of food insecurity in our serving area is helpful.
• Flexible and able to adjust to sudden changes in the organization and workload.
• Comfortable working in low-income communities with diverse populations
• Ability to work independently with minimum supervision
• Must be a self-starter and self-motivated
• Must be able to work a flexible schedule within a 40-hour work week including evenings and weekends as needed.
• Ability to make independent decisions.

PHYSICAL DEMANDS

• Physical exertion includes but is not limited to, bending, walking, and carrying materials.
• Good vision, speaking ability, and hearing acuity.
• Must be able to occasionally lift or move up to 50 pounds.

WORK ENVIRONMENT

• Office-based with frequent phone and in-person interaction.
• Occasional visits to program or pantry sites for team communication.
• Regular schedule, with flexibility for occasional events or client needs.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

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

Language:

• Spanish (Required)

Work Location: In person