Client Outreach Professional

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Client Outreach Professional play an important role in our organization. Once a veteran has completed the 30-day Interactive Employment Program (IEP), client outreach steps in to ensure that the program ran smoothly, verify that the veteran has the support they need, and guide them through post-completion requirements. Our goal is to ensure that our clients continue to receive the support they need until they have secured employment.

As a Client Outreach Professional, you are responsible for understanding the post- completion requirements of the IEP, the protocol for handling clients who have failed to complete the program, and quality of data/feedback we are trying to obtain from previous clients.

Most Client Outreach Professional spend, on average, approximately 2-3 hours per week, communicating with various clients.

Job Description

Title: Specialist, Client Outreach

Reports to: Volunteer Manager

Summary
Provides follow-up services to clients who have participated in the Interactive Employment Program

Key Duties and Responsibilities
Ensures execution of the IEP as outlined in the manual provided Reaches out to clients to receive program feedback, obtain success rates as well as thank and/or congratulate the client on progress made

Delivers and/or confirms receipt of relevant materials from WHR

Maintains contact with the client, on a monthly basis, until they have secured employment

Motivates and supports clients in their post-completion efforts

Thoroughly documents all activities using the company's web-based CRM system

Maintains clear channel of communication with all parties involved, and actively reports challenges to upper management

Participates in required introductory training seminars and monthly virtual staff meetings

Respond to potential opportunities and staff within 24 hours

Minimum Qualifications
Experience in human resources, customer service, client outreach, or a related field

Technologically proficient, with experience in Microsoft Word, email, and web-based data entry systems

Must be proficient in the use of the English language

Key Competencies
Able to set and achieve goals, without direct supervision

Able to effectively communicate WHR procedures and value to clients

Capable of handling client concerns/issues and resolving conflict

Confident exercising judgment when determining if a case needs to be escalated

Maintains high standards of consistency and professionalism

Other Requirements
Must be willing to volunteer a minimum of eight (8) hours per month

Ability to attend virtual training seminars or meetings held on evenings and/or weekends if required.

Contact with potential candidates may need to be scheduled outside of traditional business hours.

Must have a quiet work environment, and uninterrupted computer, internet, and telephone access