Client Services & Support Specialist

Job Title: Client Services & Support Specialist

Salary: $15.15 - $19.07 per hour – Non-Exempt, DOE

Status: Permanent, Full-Time

Hrs./WK: 40

Department: Operations

Job Location: Tucson, Arizona

Nature of Work:

Embraces and Embodies the Tucson Indian Center’s (TIC) Identity Document’s Mission, Purpose & Vision Statements, Core Values, Guiding Principles and Strategic Goals.

The Client Services & Support Specialist serves as the first point of contact for clients, visitors, and staff, representing the Tucson Indian Center with warmth, professionalism, and cultural sensitivity. This role is essential to maintaining a welcoming, respectful, and service-oriented environment. Responsibilities include managing incoming phone calls and foot traffic, assisting with service documentation, supporting daily administrative operations, and coordinating front-desk activities.

This position requires excellent communication skills, the ability to multitask in a fast-paced setting, and a strong commitment to customer service and confidentiality. The ideal candidate will be dependable, detail-oriented, and capable of working both independently and as part of a team. This role plays a vital part in ensuring smooth day-to-day operations at the Center.

Essential Functions:

1. Greet clients, visitors, and vendors in a courteous and professional manner.
2. Manage the main phone line, screen and route incoming calls, and respond to voicemail in a timely and professional manner.
3. Maintain a clean, organized, and welcoming reception area and lobby.
4. Manage sign-in procedures for clients, patients, vendors, and visitors entering the Center.
5. Receive, document, and distribute incoming mail and deliveries; prepare and process outgoing mail as needed.
6. Assist clients with intake forms, verifying documents, and referrals to appropriate departments.
7. Monitor and record Food and Diaper Bank inventory; maintain accurate distribution logs and coordinate reordering needs.
8. Pick up food and diaper donations form partnering agencies and transport them back to the Center.
9. Maintain office supply inventory and coordinate replenishment with vendors.
10. Respond to general inquiries in person and by phone with professionalism, cultural awareness and confidentiality.
11. Uphold TIC’s professional appearance standards and core values in all interactions.
12. Maintain strict confidentiality of client information and comply with HIPAA regulations.
13. Support safety and emergency procedures in the front office area.
14. Provide administrative and operational support to grant-funded service departments across the Center.
15. Ability to work independently and as part of a team in a fast-paced environment.
16. Perform other related duties as assigned to support overall operations.

Required Knowledge, Skills and Abilities:

• Excellent customer service orientation with strong verbal communication skills.
• Proficiency with multi-line phone systems, standard office equipment, and office productivity software (Microsoft Office Suite, Google, Webex, MS Teams).
• Professional appearance and demeanor appropriate for a client-facing role.
• Ability to multi-task effectively and remain calm under pressure in a busy office setting.
• Dependable and punctual, with strong time management and organizational skills.
• High attention to detail, accuracy, and recordkeeping.
• Ability to maintain confidentiality and professionalism in handling sensitive information appropriately.
• Experience working with diverse populations, preferably including Native American communities.
• Bilingual skills (English/Spanish or English/Native language) preferred but not required.

Required Experience and Training:

• High school diploma or equivalent required; associate degree or higher in a related field preferred.
• Minimum of 1 – 2 years of experience in a customer service, administrative, or front-desk role.

Additional Requirements:

• Must possess valid Arizona Driver’s License.
• Must pass Driver Insurance Carrier’s requirements.
• Must obtain a HIPAA certification within 2 weeks of hire.
• Must obtain certifications in Cardio Pulmonary Resuscitation (CPR), Automated External Defibrillator (AED) and First Aid within 3 months of hire.
• Must pass Arizona DPS Fingerprint Clearance (Class I & II).
• Must pass and submit to periodic/random drug testing.

Working Conditions:

• Exposure to communicable diseases, including COVID-19, and potential contact with bloodborne pathogens.
• Work may involve unpredictable environmental conditions and physical requirements, ranging from a climate-controlled office or clinic setting to patient homes or outdoor environments, including extreme temperatures and spaces with limited ventilation.
• Regularly required to stand, walk, and drive in the Tucson urban area.
• Occasionally required to sit; balance; stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to 30 pounds.

Supervisory Status:

• Non-Supervisory
• Reports to Operations Director