DESCRIPTION:
The Customer Care Specialist at Cornerstone Children's Nutrition Connection (CNC) primary responsibility is to
provide exceptional customer service to childcare centers sponsored by CFM on the Child Care Food Program
(CCFP). Working closely with assigned Childcare Centers, the Customer Care Specialist (CCS) plays a crucial role
in ensuring efficient communication, accurate recordkeeping, remote technical assistance, accurate claim processing
and proactive support to keep our partners in good standing with the program. The CCS also works with the
Nutrition Education, Outreach and Monitoring team to make referrals as needed for on-site technical assistance and
CAP follow-up as needed
JOB RESPONSIBILITIES:
Serve as an integral part of a cohesive team that proactively supports all aspects of the Child Care Food Program (CCFP) claim process to insure that all centers under Cornerstone’s CCFP sponsorship receive excellent training, coaching and customer service to insure compliance with the program while maximizing the benefit to all concerned.Serve as customer service liaison, providing relationship management of assigned food service partners sponsored by CFMAccurate and timely data entry of information received from assigned food service partners for compliance and claim processing.Request, set up and maintain Center Eligibility Rosters, Attendance Rosters and monthly claim records for assigned food service partners.Receive Claim forms and set up monthly filesProcess Claims and complete Claim formsCommunicate with Center personnel to verify enrollment, attendance and claim information.Inform Centers of problems and needs with claim and reportsMake monthly referrals to Technical Assistance Coaches and Management when Centers are out of compliance or need additional field training and accompany Technical Assistance Coaches or Management as needed.Follow up at all requests for information from CentersRequest and collect child care licenses and other required compliance paper work for center files to keep assigned partners in good standing.Identify red flags that indicate a need for on-site technical assistance, training, nutrition education or other assistance to insure that the Center minimizes disallowances and stays on the program.Maintain files and documentation of all activities by recording all written, electronic and other communications regarding customers in the CNC call log and communicate any follow-up needed in a timely manner.Communicate in a timely manner if resources are required by other staff members to resolve a customer care need.Return all communication within the current business day or within 6 work hours.Provide phone coverage as needed to include the giving out of program information and handling requests in the absence of other Customer Care Specialists as needed and appropriate to insure that the customers needs are met as quickly as possible.Send out monthly packets to assigned partners to include up to date center information on monthly forms and adequate copies of monthly claim forms.Send out any additional mailings as needed for program purposes.Stay abreast of changes in CCFP requirements and other information that can impact claim processing and our customer’s ability to provide nutritious food to the children in their care by attending training and continuously seeking out opportunities to improve customer service as well as accuracy and efficiency in processing claims.Participate in cross-training and overflow work relief for any area of the CCFP process as assigned.Stay abreast of all of Cornerstone’s programs and represent Cornerstone’s mission, vision and guiding values as an ambassador to the ministry at all times.Other duties as assigned.QUALIFICATIONS:
Basic bookkeeping, accounts payable, accounts receivable or other billing experienceExcellent verbal and written communication skillsExcellent organizational skillsData base and computer skillsAt least 3 years of data entry experience in a customer service environmentGood understanding of CCFP guidelinesStrong time-management skillsAccurate and timely handling of informationGENERAL SUMMARY: Under the leadership/coaching of the Program Manager, is responsible for the daily care, supervision, and developmental education of young children.
PRINCIPAL CRITERIA and STANDARDS FOR PERFORMANCE:
Cares for children, ensuring that their needs are met with dignity and respect.Adheres to teacher interaction requirements.Develops and maintains a positive relationship with parents, sending information home regularly and logging all parent contacts.Demonstrates an understanding and support of program expectations, philosophy, policies, and procedures.Cooperates with therapists and other professionals to enhance each child’s development, making referrals as needed.Responsible for maintaining the safety, cleanliness, orderliness, and appearance of the classroom, including sanitizing toys, furniture and equipment daily.Responsible for the following for each child in a timely manner: developmental checklist, Individual Education Plan, weekly lesson plan, progress notes, and evaluations.Completes all training required for teachers and maintains certifications including First Aid and CPR.Attends all staff, family support planning, parent, and committee meetings as required, documenting all meetings and significant events.Supervises paid and unpaid interns and volunteers.Performs additional related duties as required.Stay abreast of all of Cornerstone’s programs and represent Cornerstone’s mission, vision and guiding values as an ambassador to the ministry at all timesKNOWLEDGE and SPECIAL SKILLS and PHYSICAL REQUIREMENTS:
CDA and associate degree or higher in Early Childhood Education.5+ years experience teaching in an accredited early childhood program.Knowledge of Accreditation and Quality Standards.Demonstrates knowledge of appropriate child development.Satisfactorily completes state required screening, background and reference checks.Ability to communicate effectively (written and oral)Ability to use a computer to enter data and check e-mail.Ability to lift up to 60 lbs.SERVICE EXCELLENCE STANDARDS:
Maintains standards required by licensing, program and funding entities throughout center.Exhibits total commitment to maintaining high quality service standards of CFM.Will demonstrate service excellence skills that deal proactively with clients, customers and volunteers.GENERAL SUMMARY: Under the leadership/coaching of the Program Manager, is responsible for the daily care, supervision, and developmental education of young children.
PRINCIPAL CRITERIA and STANDARDS FOR PERFORMANCE:
Cares for children, ensuring that their needs are met with dignity and respect.Adheres to teacher interaction requirements.Develops and maintains a positive relationship with parents, sending information home regularly and logging all parent contacts.Demonstrates an understanding and support of program expectations, philosophy, policies, and procedures.Cooperates with therapists and other professionals to enhance each child’s development, making referrals as needed.Responsible for maintaining the safety, cleanliness, orderliness, and appearance of the classroom, including sanitizing toys, furniture and equipment daily.Responsible for the following for each child in a timely manner: developmental checklist, Individual Education Plan, weekly lesson plan, progress notes, and evaluations.Completes all training required for teachers and maintains certifications including First Aid and CPR.Attends all staff, family support planning, parent, and committee meetings as required, documenting all meetings and significant events.Supervises paid and unpaid interns and volunteers.Performs additional related duties as required.Stay abreast of all of Cornerstone’s programs and represent Cornerstone’s mission, vision and guiding values as an ambassador to the ministry at all timesKNOWLEDGE and SPECIAL SKILLS and PHYSICAL REQUIREMENTS:
CDA and associate degree or higher in Early Childhood Education.5+ years experience teaching in an accredited early childhood program.Knowledge of Accreditation and Quality Standards.Demonstrates knowledge of appropriate child development.Satisfactorily completes state required screening, background and reference checks.Ability to communicate effectively (written and oral)Ability to use a computer to enter data and check e-mail.Ability to lift up to 60 lbs.SERVICE EXCELLENCE STANDARDS:
Maintains standards required by licensing, program and funding entities throughout center.Exhibits total commitment to maintaining high quality service standards of CFM.Will demonstrate service excellence skills that deal proactively with clients, customers and volunteers.