Job Openings

Customer Engagement & Intake Specialist

Posted: 3/10/2026
Reports To: Case Manager Coordinator

Position Overview

The Customer Engagement & Intake Specialist serves as the first point of contact for individuals, families, and community members seeking support through PCSI. This role is critical in creating a welcoming and respectful environment while providing accurate, timely information about available services, and beginning the enrollment process for PCSI services.

The specialist helps connect clients to the right resources by guiding them through PCSI programs and, when necessary, referring them to external agencies. Key responsibilities include conducting brief eligibility screenings, initiating document collection and enrollment processes, and facilitating referrals when PCSI cannot provide direct assistance.

Job Functions and Responsibilities

Customer Service & Initial Screening

• Greet and assist walk-ins, callers, and email/website inquiries with professionalism and empathy.
• Follow PCSI Standard Operating Procedures for customer intake as detailed in various agency policies.
• Conduct brief eligibility screenings for PCSI programs and services based on basic criteria such as income, residency, service status (for Dollar Energy Fund), and documentation requirements.
• Explain next steps clearly and set expectations for follow-up.

Referral Coordination and Document Collection

• Complete referral forms accurately, including client details, presenting problem, and referral notes.
• Request income and residency documentation from eligible customers, and any additional documents needed for specific services. Collect and attach these documents to customer record in agency database.
• Direct existing or past customers to the case manager they were previously working with; direct new customers to appropriate case manager based on services needed.
• Follow up with case managers as needed to ensure customers have advanced in the intake process according to agency’s timeframe standards.
• Make external referrals to partner agencies for services PCSI does not provide or for customers who do not fit PCSI eligibility requirements.

Information & Resource Navigation

• Provide general information about PCSI programs and community resources.
• Clarify program limitations based on service availability or customer eligibility (e.g., PCSI does not offer assistance of requested type but can refer to other agencies).
• Use internal resources (service guide, FAQs) to answer questions or escalate when needed.
• Stay updated on service provision from other agencies and community partners. Integrate new programs, funding cessation, etc. into referral process.

Call Tracking & Record Maintenance

• Track incoming calls and document inquiries in a log or database for reporting and follow-up.
• Maintain accurate records of information provided and services discussed to ensure continuity and quality of service.

Customer Interaction Standards

• Maintain a calm, professional tone in all interactions.
• Follow up on phone or email inquiries within 3 business days.
• Use clear language to communicate expectations, so that customers understand the services PCSI provides, any limitations, and their responsibilities in the process.
• Document customer interactions as needed to support follow-up and service improvement, and escalate any questions that arise and cannot be resolved at the front line.

Front Desk Administrative Tasks

• Pick up daily mail.
• Manage meeting rooms to ensure general tidiness and manage meeting room reservations.
• Maintain tidy and neat front desk and lobby area stocked with informational materials; remove old brochures and event flyers.
• Any other duties as assigned by the Case Manager Coordinator.

Qualifications

• High school diploma or equivalent.
• 3-4 years of customer service or front desk experience.
• Experience in social services or community resource navigation.
• Strong communication and organizational skills.
• Ability to manage multiple inquiries and prioritize effectively.
• Proficient with technology, particularly Microsoft Outlook, Word & Excel, and phone systems.
• Familiarity with database entry and operations.
• Acts 33, 34, 114, and sex offender registry clearances.

Requirements Necessary to Safely Perform the Essential Functions of the Position of Customer Engagement & Intake Specialist

• Physical requirements: Push/pull, lift/move up to 15 pounds.
• Manual dexterity: Perform moderately difficult manipulation – typing, filing, writing.
• Coordination: Perform tasks requiring foot and/or hand/eye coordination – driving, data entry.
• Mobility: Walk, stand, sit for prolonged periods, drive.
• Speech: Articulate with accuracy – employee/client interaction, phone communication.
• Vision: Read small print, use a computer, drive a car.
• Hearing: Receive verbal instructions, answer phones, communicate clearly.
• Concentration: Able to concentrate with some interruptions.
• Attention span: Able to attend to tasks for more than 60 minutes.
• Conceptualization: Able to understand and relate to concepts behind crisis and housing support services.
• Memory: Able to recall multiple tasks and assignments over extended periods.
• Environmental Conditions: Primarily indoor work in an office setting.

Pay and Benefits

• Job Type: Full-time
• Pay: $21.63 per hour, 40 hours per week
• Benefits:
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Retirement
  • Sick and Vacation Time
  • Professional Development Plan
• Work Location: In person

How to Apply

To apply, send resume and cover letter to sarahc@pghcsi.org.