Citizens Resource Specialist

Position Summary — The Citizens Resource Specialist will be responsible for acting as a primary point of contact for providing exceptional customer service to Catawba Nation community members. The Citizens Resource Specialist will work alongside divisions, departments, and entities to holistically meet the needs of community members who contact our Nation in need of assistance by connecting them to all applicable resources, and by streamlining services to create a system of services that best meets our community’s needs. This position requires that the Specialist implement plans for better service, work with diverse teams to execute those plans, and ensure that the objectives for customer service are met. This position will report directly to the Office Manager of Executive Leadership.

Essential Functions

• Receives inbound communications and provides exceptional, compassionate, and enthusiastic service.
• Aggressively pursues new and better ways to meet customer service goals for our community. Creates systems of service that are accessible and effective for holistically addressing challenges and opportunities for our citizens and their household members.
• Works with the Office Manager of Executive Leadership to gather information about how to best refine our customer service approach.
• Tracks and reports data pertaining to customer service, including but not limited to inbound call volume, frequently asked questions, frequently reported opportunities for improvement, etc.
• Manages housing and rental requests, processing paperwork and payment, and scheduling accordingly.
• Provides team-based support to the Office of the Chief of Staff, Office Manager of Executive Leadership, and other departments and positions as directed by the Office Manager.
• Maintains strict confidentiality. This position may encounter conversations that disclose highly confidential information for the purpose of meeting a variety of challenges for a citizen in need.
• Performs other duties as assigned.
• Manages round room rental requests, accepting payments, and scheduling accordingly.

This position description is not an exhaustive listing of the expectations associated with the role and additional tasks may be assigned as needed by management. Changes to this document may only be made by a member of the Human Resources team. Catawba Indian Nation reserves the right to amend this job description.

Catawba Indian Nation exercises INDIAN PREFERENCE:

Native American Indian preference shall apply to this position pursuant to the Indian Self-Determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473).