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Resource Specialist in Chicago, IL at Muscular Dystrophy Association

Date Posted: 4/21/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chicago, IL
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    4/21/2018

Job Description

At MDA:

Our Values are our strength:  We believe in MUSCLE:     

Mission:  We’re driven to accelerate progress for families and muscle health.

Understanding:  We’re attentive to our constituent’s needs and each other’s.

Stewardship:  By investing precious resources wisely, we drive the best possible outcomes.

Collaboration:  We foster win-win partnerships and build communities.

Learning:  Knowledge powers our success and empowers our people.

Excellence:  We strive to do our best and exceed constituents’ expectations.

 

Position Description:

The MDA Resource Specialist will serve as a primary point of support and information for those seeking help from MDA.  In that role the Resource Specialist will provide information surrounding various aspects of disorders covered by MDA, including diagnostic and disease information, access to state-of-the-art care and clinical trials at MDA Care Centers, MDA services, community resources, and the like. The MDA Resource Specialist will report to the National Director of Resource Center and work closely with other teams within MDA as well as volunteers and families.

Responsibilities:

  • Delivers exceptional customer service via phone, email and chat
  • Knowledgeable of all the resources available for those the MDA Resource Center serves
  • Fulfills requests by clarifying desired information and forwarding requests
  • Answers inquiries by clarifying desired information; researching, locating, and providing information
  • Seek expert opinion to respond to inquiries that required for sophisticated input
  • Submit all information collected from calls into Customer Relationship Management system
  • Manages MDA’s Knowledge Center of Resources to ensure data is up to date at all times
  • Stay updated on MDA programs and service to adequately answer all questions
  • Professional and friendly attitude and be able to quickly develop a rapport with patrons over the phone
  • Perform other related duties as required and assigned
  • A primary shift will be provided, though on occasions shift may be varied between the hours of  8am-7pm CST is required. 

Competencies:

  • Customer Service:  Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance. Meets commitments.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time. Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Detail minded: Demonstrate accuracy and thoroughness; monitor own work to ensure quality and organization. Strong attention to detail while multitasking.
  • Professionalism: Work well in a fast-paced environment; treat others with respect and consideration; accept responsibility for own actions. Understand business implications of decisions, align work with strategic goals, complete administrative tasks and develop strategies to achieve organizational goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Technical Skills: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Qualifications:

  • Bachelor's degree preferred
  • At least 3 years within a Customer Services and/or Organizational Support Services role
  • Ability to solve problems and defuse conflict situations
  • Proficient in Microsoft Office
  • Excellent written and verbal communication skills
  • Must be clear and articulate on the phone
  • Ability to read, interpret, apply and explain rules, regulations, policies and procedures.
  • Excellent multitasking and follow-through ability
  • Fluent written and oral in Spanish preferred, not required.

MDA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.