192 applicants

Company

Original Job Post

USO · 3 days ago

Transition Specialist

McGuire AFB, NJ

Full-time

Onsite

Mid Level

$19/hr - $23/hr

2+ years exp

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Non Profit

Insider Connection @USO

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Responsibilities

Maintain comprehensive records of customer engagement by meticulously managing account information with customer relationship management (CRM) software and monitor the progress of individual clients to facilitate the achievement of their desired outcomes.

Develop and/or maintain strong, positive, and beneficial local relationships with USO center and military installation staff in support of Service Members and their families.

Engage with program participants using softphone and/or video teleconferencing software to take messages, schedule appointments, conduct meetings, and/or offer personalized services, information, within designated focus areas.

Design Individual Action Plans utilizing trusted partner resources and community connections to assist in meeting individual and/or family goals.

Collaborate with appropriate local center staff for cross-promotion of USO programs and services. When appropriate, represent the organization at scheduled events and outreach programs as assigned by leadership.

Promote and gather feedback through survey and data collection and enter into USO’s data collection system.

Support local program awareness through outreach and presentations to relevant local military audiences regarding program and services.

Assist with conducting needs assessments and compiling performance metrics related to the delivery and quality of USO’s transition services.

Other duties as assigned.

Qualification

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Customer Service ExperienceCase ManagementAccount ManagementCall Center OperationsSales ExperienceCRM SoftwareSoftphone SoftwareStandard Operating ProceduresQuota ManagementComputer ProficiencyElectronics EquipmentMicrosoft SuiteGeneral KnowledgeRecord-KeepingTask ManagementInformation SynthesisConfidentiality HandlingCredentials ManagementMilitary FamiliarityRank Structure UnderstandingProblem-SolvingHard WorkingCommunicationCustomer ServiceAdaptabilityInterpersonal SkillsTime ManagementTeamworkConfidentialitySelf-Discipline

Required

High School Diploma or equivalent required. Postsecondary coursework in business, communications, or human resources preferred.

2-4 years work experience in a customer service or administrative support role. Relevant experience in a not-for-profit, military, multicultural and/or global organization preferred.

Previous case or account management experience preferred.

Experience with call center operations, sales, and/or customer relationship management CRM software (salesforce preferred) and/or softphone software or technology.

Proven ability to adhere to Standard Operating Procedures (SOPs) while consistently meeting and exceeding quota targets, demonstrating a strong commitment to quality and efficiency in all tasks and responsibilities.

Proficiency using computers and electronics equipment. General knowledge of various software, applications, and programs, to include the Microsoft suite.

Demonstrates exceptional oral and written communication skills; can convey complex ideas clearly across various mediums, foster collaboration within the team and with stakeholders, and articulate organizational information persuasively to diverse audiences in formal presentations, meetings, and professional settings.

Exceptional customer service skills, characterized by a customer-centric approach, active listening, empathy, and the ability to effectively address inquiries, concerns, and needs, fostering positive experiences and long-term relationships with clients and stakeholders.

Ability to interact with USO Leadership, the general public, and military audiences at a variety of levels with integrity and professionalism. Ability to assess and communicate what can and cannot be done by USO’s transition services.

Strong organizational skills. Ability to effectively manage tasks, prioritize workload, and maintain meticulous records and attention to detail in a fast-paced environment, ensuring timely completion of projects and tasks.

Demonstrated proficiency in meticulously documenting customer interactions with accuracy and detail, utilizing effective record-keeping systems and communication tools to ensure comprehensive documentation, facilitate continuity of service, and provide valuable insights for analysis and improvement.

Proven ability to influence and persuade others, employing effective communication and interpersonal skills to build consensus, garner support, and drive positive outcomes, fostering collaborative relationships and achieving shared goals across teams and stakeholders.

Ability to conduct thorough and efficient research, utilizing a variety of resources and methodologies to gather, analyze, and synthesize information effectively, supporting informed decision-making and the development of well-supported strategies and solutions at the organizational level.

Familiarity with the distinctions between military and civilian workplace environments, demonstrating an understanding of the unique structures, protocols, and cultures inherent to each setting, and the ability to adapt and navigate effectively within both contexts.

Exercise sound judgment related to controversial and/or culturally sensitive subjects. Ability to handle confidential information with tact and poise.

Exhibits strong self-discipline, punctuality, organization, time management skills, and the capability to independently maintain focus and productivity independently and swiftly adapt to evolving organizational requirements, ensuring consistent attainment of goals and objectives.

Ability to achieve desired results while working collaboratively in both autonomous/independent and team environments.

Ability to obtain and maintain proper credentials necessary to access USO Center locations and facilities including but not limited to security, credit and/or background screening, SOFA status, valid driver’s license.

Familiarity with U.S. military structure, regulations, And military life.

Ability to understand military rank structure and protocols, utilizing comprehensive knowledge of the hierarchical levels, roles, and responsibilities within military organizations to facilitate effective communication and collaboration with personnel at all levels.

Must be a strong advocate of the USO’s mission.