622 Customer Engagement jobs in Dumont

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Under direction of the Program Supervisor, Business Engagement Specialists conduct outreach to and cultivate effective working relationships with an array of businesses within their assigned region(s) to secure opportunities for potential employment and assessment of employment training participants. Interacts with potential participants to learn their employment goals, determine and assess their interests, strengths and ambitions and conducts a variety of assessments within the community and in workplaces. Develops job matches and ensures employment choices are a good fit for participants. Coordinates with Employment Training Specialists (ETS) and performs ETS duties, including initial job coaching, as needed.

Location: This position requires reliable transportation to Brooklyn locations.

Key/Essential Functions & Responsibilities

• Ensures health, wellness and safety by providing appropriate supervision of the people we support and by managing crisis situations while adhering to policies, procedures and regulations, meeting and demonstrating OPWDD Core Competencies.

• Researches, conducts outreach to and builds relationships with prospective employers to gain commitments to consider and potentially employ YAI's employment training participants.

• Maintains relationships with existing employer partners through active stewardship to support continued opportunities for employment-related activities.

• Schedules and conducts daily prospecting, cold calls and face-to-face meetings with businesses to generate new partnerships and employment opportunities for new program participants.

• Meets with new program participants, determining skill-level and interests of each participant, to identify appropriate job matches and potential opportunities for each individual.

• Supports people with I/DD to realize, set and meet their employment goals, assisting them in overcoming their personal barriers and engages in respectful communications/conversations through person-first language to help them understand their goals and ambitions and ensures person-centered plans are implemented.

• Conducts a variety of assessments consistent with program and/or contract requirements including vocational assessments with shadowing or observations, situational assessments, work try-outs, community observations and mock interviews to assess job readiness, strengths and interests.

• Appropriately documents all participant and employer contact, activities and outcomes in accordance with applicable policies and procedures, including in case management and/or other electronic systems and completes necessary documentation to ensure compliance and/or billing completely and accurately, within appropriate timeframes.

• Serves as the liaison between employers, other businesses, employment training participants and YAI staff to secure employment and vocational assessment opportunities, determine participants’ interests and abilities, schedule employment-related activities and assess participants for and/or coordinate work placements.

• Completes discovery process with unemployed participants in assigned region(s) in accordance with OPWDD requirements to inform job matching and/or development efforts through file and life plan reviews, interviews with circles of support, care managers and participants and investigation of employment interests to determine potential opportunities.

• Engages unemployed participants with on-site visits, observations and shadowing or situational assessments and community observations to assess abilities and viability of desired employment opportunities/choices.

• Performs all duties of Employment Training Specialist, including job coaching people we support at their initial placements and/or providing coverage, as needed.

• Makes referrals to vocational development services or completes job development plans, as appropriate for unemployed participants.

• Regularly coordinates with Employment Training Specialists and other YAI staff to solicit potential employers and ensure appropriate job matches are made for new participants and to facilitate handoffs of newly employed participants.

• Complies with all Federal, State, Local and other relevant regulatory agency requirements, including the Health Insurance Portability and Accountability Act (HIPAA).

• May participate in site development efforts for related programs, including prevocational services, within assigned region(s).

• Performs all other duties as assigned.

Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g. lifting, assisting lifting, standing, etc.)

• HS Diploma or its educational equivalent; and

• One (1) year of experience in a sales, marketing or recruiting role performing duties such as networking, relationship building, securing leads, commitments or enrollments; or in the I/DD field securing or coordinating services, conducting assessments and/or making placements.

• Completes necessary trainings, including OPWDD approved vocational rehabilitation or supported employment training program and annual retraining(s) where applicable, as required by assignment(s) and/or contracts.

• Basic proficiency with Microsoft Office suite.

• Ability to learn and comfort with electronic and data management systems, including Salesforce and Digital Agency.

• Ability to work a flexible schedule, if required by caseload, including occasional evening and/or weekend hours and willingness to regularly travel across assigned region(s) to develop partnerships with businesses.

• Excellent verbal and written communication and time management skills.

• Highly flexible personality type and willingness to take initiative.

• Criminal Background Check, fingerprinting and additional relevant/required clearances as required by Federal, State and Local government or other agencies.

• Tuberculosis test mandatory for most positions.

Preferred Qualification Requirements (desired requirements beyond MQRs above)

• Bachelor’s degree

• Two (2) years’ experience assisting people with barriers to employment

• Work or life experience with individuals with I/DD

• Valid NY State Driver's License (for assignments in areas with limited public transportation)

Compensation: $20.55 hourly

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.

• Serve as the first point of contact at the front desk, welcoming clients and maintaining a professional, organized reception area.
• Support day-to-day operational functions, including client outreach, appointment scheduling, and assisting with off-site events.
• Assist with coordinating training invoices, including organizing and filing physical and digital documentation, and ensuring accuracy before submitting for payment.
• Provide administrative support to the Talent Engagement Specialist team by helping facilitate orientations, client intake, re-engagement efforts, and other front-line services.
• Enter and maintain accurate client data in internal dashboards and the state CRM system, supporting both management and the Quality Assurance team.
• Manage client records from initial intake through to program completion, ensuring proper documentation and follow-through.
• Gather relevant data and generate reports to support management decision-making and performance tracking.
• Assist with new participant orientations, including preparing informational packets and materials.
• Answer and manage incoming calls, direct inquiries to the appropriate staff, respond to voicemail within 24 hours, and follow up with clients who miss appointments.
• Identify and recommend process improvements to enhance service delivery and operational efficiency.
• Manage and route internal and external communications to ensure timely and effective information flow across the team.

• Self-motivated, adaptable, and a reliable team player.
• Strong organizational, interpersonal, and verbal/written communication skills.
• Passionate about serving individuals from underserved communities.
• Committed to delivering an exceptional customer service experience for every participant.
• Able to manage multiple priorities effectively in a fast-paced environment.
• Proactive and solution-oriented, with strong problem-solving skills.
• Comfortable engaging with clients both in person and over the phone.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Outlook.
• Skilled in Adobe Acrobat, including creating and editing PDF documents.
• High school diploma or GED required; at least 1-2 years of clerical or administrative experience preferred.
• Multilingual abilities are a strong plus.
• Bonus points for experience working with individuals from diverse backgrounds and communities.

We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

• High school diploma, general education degree, or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.

A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers