Customer Service Support Specialist
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Job Description
Client Engagement Specialist supporting LATAM clients for a mission-driven mental-health and social-services nonprofit. Managing intake, scheduling, communications, documentation, and service referrals.
Responsibilities:
- Handle inbound and outbound communications via phone, email, chat, and additional channels
- Gather demographic, insurance, and intake information from clients
- Support scheduling and pre-admission processes
- Maintain accurate documentation and data entry while ensuring confidentiality compliance
- Identify urgent situations and escalate when appropriate
- Coordinate with internal teams and departments regarding client needs
- Deliver empathetic and professional customer support
- Manage multiple systems, tasks, and communication channels simultaneously
- Act as the first point of contact for clients seeking services and support
- Connect clients with the most appropriate services based on their needs
Requirements:
- Strong English communication skills (written and verbal)
- Experience in fast-paced or high-volume environments
- Strong multitasking and organizational skills
- Excellent typing and documentation accuracy
- Ability to work across multiple communication channels simultaneously
- Customer service mindset with professionalism and empathy
- Ability to work under pressure and manage sensitive situations
- Contact center or customer support experience (nice to have)
- Experience in healthcare, mental health, or human services (nice to have)
- Familiarity with EHR/CRM systems (nice to have)
- Experience using Microsoft Office tools and customer support platforms (nice to have)
- Experience with scheduling, referrals, or administrative workflows (nice to have)
- Ability to work Monday through Friday during EST working hours
Benefits:
- Competitive compensation paid in USD
- Long-term growth opportunity within a mission-driven organization
- Fully remote work arrangement
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