Citizens Resource Specialist

Position Summary—The Citizens Resource Specialist will be responsible for acting as a primary point of contact for providing exceptional customer service to Catawba Nation community members. The Citizens Resource Specialist will work alongside divisions, departments, and entities to holistically meet the needs of community members who contact our Nation in need of assistance by connecting them to all applicable resources, and by streamlining services to create a system of services that best meets our community’s needs. This position requires that the Specialist implement plans for better service, work with diverse teams to execute those plans, and ensure that the objectives for customer service are met.  This position will report directly to the Office Manager of Executive Leadership.

Essential Functions

• Receives inbound communications and provides exceptional, compassionate, and enthusiastic service.
• Aggressively pursues new and better ways to meet customer service goals for our community. Creates systems of service that are accessible and effective for holistically addressing challenges and opportunities for our citizens and their household members.
• Works with the Office Manager of Executive Leadership to gather information about how to best refine our customer service approach. 
• Tracks and reports data pertaining to customer service, including but not limited to inbound call volume, frequently asked questions, frequently reported opportunities for improvement, etc.
• Manages housing and rental requests, processing paperwork and payment, and scheduling accordingly.
• Provides team-based support to the Office of the Chief of Staff, Office Manager of Executive Leadership, and other departments and positions as directed by the Office Manager.
• Maintains strict confidentiality. This position may encounter conversations that disclose highly confidential information for the purpose of meeting a variety of challenges for a citizen in need.
• Performs other duties as assigned.
• Manages round room rental requests, accepting payments, and scheduling accordingly.  

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources team. Catawba Indian Nation reserves the right to amend this job description.

Catawba Indian Nation exercises INDIAN PREFERENCE:

Native American Indian preference shall apply to this position pursuant to the Indian Self-Determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473).

Qualifications

Qualifications 

• High School Diploma or equivalent required, Associate’s Degree preferred.
• 2-3 years’ experience in customer-facing service required. 3-5 years’ experience in customer service preferred.
• 1-2 years’ experience in administrative support (or related position) preferred
• Ability to attend trainings and classes as required;
• Ability to work evenings or weekends as required;
• Ability to effectively use computers including email and Microsoft Office including Outlook, Teams, Word, Excel, and Powerpoint.
• Proven exceptional communication and organizational skills
• Possess a clean, valid state Driver’s License and be insurable under the Tribe’s insurance policy.

COMPETENCIES

•   Exceptional customer service

•    Problem solving, diplomacy and good judgment

•    Excellent organizational skills

•    Excellent communication skills;

•    Excellent interpersonal skills;

• Ability to maintain effective working relationships with other employees and to always maintain a courteous and professional demeanor with the public.

Work Environment & Physical Demands

• Exposure to normal office environment with occasional visits to program sites.
• Capacity to maintain high concentration levels and work long, irregular hours as needed.
• Ability to travel for training, leadership development, and other events.
• Relocation within 60 miles of Catawba Nation Tribal Offices.
• Ability to lift up to 25 pounds, handle paperwork, and operate office machinery.
• Specialist should present a professional, neat, and clean appearance at all times.