Position Summary/Objective
The Neighbor Support Specialist (NSS) plays a vital role as the first point of contact in the Neighborhood Service Center (NSC), offering a warm, welcoming presence to those who walk through our doors. As an integral member of the NSC team, the NSS works closely with staff to ensure that neighbors—our clients—feel supported, heard, and cared for in a fast-paced environment. With a strong focus on exceptional customer service, the NSS listens attentively to each neighbor's needs, conducts initial assessments, and connects them with the right resources and staff to provide the most effective support. The NSS is a compassionate guide, helping neighbors navigate services with dignity and respect, making a meaningful difference in their lives from the very first interaction.
Our Culture
Since 1964, UETHDA has been all about Helping People. Changing Lives. We're passionate about making a difference in our community through education, support, and collaboration. If you believe in empowering others and fostering growth, you’ll feel right at home here!
ESSENTIAL FUNCTIONS
Customer Service/Administrative
- Greet all visitors in a positive, timely, and respectful manner as the first point of contact.
- Efficiently operate the Neighborhood Service Center, including working independently when needed.
- Provide active listening and assess client needs to ensure excellent customer service and appropriate staff referrals.
- Serve as the point of contact for internal and external inquiries.
- Build and maintain positive relationships with clients, neighbors, and referral sources.
- Act as a liaison for agency services and external referrals, when applicable.
- Assist in coordinating NSC activities, including volunteer recruitment and facility management.
- Provide administrative support to center staff.
- Effectively manage and diffuse client/neighbor conflicts to ensure high-quality service.
- Foster a positive teamwork culture and collaborate with staff.
- Ensure accurate and timely completion of all center administrative tasks.
- Maintain strong phone etiquette, answering calls in a courteous and professional manner.
- Manage inventory, order, and maintain office supplies for the center.
- Stay up to date with program software and agency technology.
- Keep the Neighborhood Service Center clean, organized, and clutter-free.
- Perform other duties as assigned.
Program Support and Regulatory Compliance
- Maintain case records in CSBG software and physical case records as instructed and required by grantors;
- Report irregularities or questions in reports to Community Services Manager.
- Treat all neighbor/client information as confidential.
Competencies
- Teamwork Orientation
- Communication Proficiency
- Problem Solving/Analysis
- Client Focus/Customer Service
- Decision Making
- Technical Proficiency
Work Environment/Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Occasional lifting up to twenty-five pounds, stooping, bending, standing and reaching. Prolonged periods of sitting at a desk and working on a computer.
Must be able to physically assist clients who have mobility issues in office setting (open doors for wheelchair bound neighbors, neighbors who require use of a walker or other accessibility equipment).
Benefits Package
Vacation :
- 1 day of Vacation accrued per month worked
Holidays :
Healthcare/Personal Benefits :
- 1 Day of Healthcare/Personal accrued per month worked
Additional Benefits:
- Healthcare through the State of Tennessee. UETHDA pays 100% of the monthly premium for the Employee Only (estimated cost paid by UETHDA for the employee is over $600 per month ($7,200 annually). Additional insurance coverage is available but cost difference will be paid by the employee.
- Dental, Vision, Short-Term, Long-Term Disability and Voluntary Life Insurance options are offered at 100% cost to the employee .
- Group Term Life Insurance for employee paid by UETHDA at 100% for coverage of 1.5 time the yearly wages
- Retirement Plan--Tennessee Consolidated Retirement System (TCRS). Eligible employees are required to contribute 5% of yearly wages (pre-tax basis to the defined TCRS plan). UETHDA contributes an amortized amount as determined by TCRS. Employees are vested upon 5 years of eligible service.
- Additional 401(K) and 457 Savings Plan also available without employer match.
Position Type/Expected Hours of Work
This is a full-time non-exempt position with standard hours of work/days Monday through Friday 8:00 am to 4:30 pm.
Travel
Travel is primarily local and occurs during regular business hours, with occasional minimal out-of-area trips as needed.
Minimum Education and Experience
- AS in Administrative Professional Technologies or related highly preferred.
- Two years related experience including working with culturally diverse clients.
- Strong interpersonal skills including tact, diplomacy, flexibility and service-oriented attitude.
- Excellent computer skills, including Office365 programs of Excel, Word, Outlook, data entry into CSBG database and a technical aptitude.
- Strong attention to detail and accuracy in data entry and record keeping.
- Excellent written and verbal communication; strong multitasking abilities and organizational skills.
- Ability to work with integrity, adaptability, discretion, and a professional approach.
- Working knowledge of local community resources in job area.
Salary is based 100% on Education.
$15.07 for High School Diploma or Equivalent; $16.40 for AS Degree or above