Client Services Manager-BEAM
Categories Other
Expires Feb 28, 2025
Description
The Client Services Manager is a new position that is responsible for developing and implementing procedures and workflows that ensure a consistent, high-quality experience for all of BEAM’s clientele. This role closely supports the Director of Client Services and is also responsible for managing front desk operations and the client screening and referral process, while coordinating BEAM’s service delivery across in-person, virtual, and community-based settings as the organization expands its services and increases accessibility.
The Client Services Manager plays a critical role in ensuring all interactions reflect BEAM’s commitment to serving individuals in need with compassion, dignity, and respect. This role also establishes efficient systems for service delivery, maintaining a high standard of client satisfaction while supporting the organization’s mission to assist individuals and families facing hunger, homelessness, and other crises. The Client Services Manager creates a welcoming and supportive environment, ensuring our clients are provided with the resources needed to achieve stability and self-sufficiency, while also feeling supported.
Essential duties and responsibilities
Front Desk Oversight and Client Screening & Referral: • In coordination with the Director of Volunteer Services, oversee the scheduling, onboarding, and training of all Front Desk volunteers. • Oversee all Front Desk activities, ensuring a seamless and professional check-in process for clients, phone inquiries, walk-ins, and appointment scheduling • Act as the primary point of contact for Client Services volunteer-related inquiries and address concerns in a timely and professional manner. • Provide basic technical support and training for front-line staff and volunteers for common issues such as login problems, database entry errors, and other office software-related issues, and manage advanced support cases by collaborating with the IT department or third-party vendors until resolution • In partnership with the Director of Client Services, oversee the implementation of BEAM’s new phone system, including managing IVR (Interactive Voice Response) settings and optimizing call routing to ensure efficient client communication • Oversee client screening and referral process, including reviewing and processing documentation to assess client needs and determine the appropriate services, programs, and resources • Ensure that all operational procedures are consistently followed, and updates are communicated effectively to staff and volunteers • Coordinate directly with each of BEAM’s programs and initiatives (Emergency Financial Assistance, Single Parent Program, Senior Program, and Food Pantries to ensure Front Desk staff and volunteers are effectively scheduling client appointments and providing accurate program information to clients • Provide excellent customer service to all stakeholders, including clients, volunteers, donors, guests, and staff, maintaining a compassionate and respectful approach in all interactions. Administrative Support for Client Services Programs: • Collaborate with the Director of Client Services to strategize, implement, and refine administrative processes and policies related to all Client Services programs. • Accurately and consistently capture client data and outcomes in Salesforce to enhance reporting and assessment of organizational and programmatic impact • Assist in preparing, compiling, and presenting comprehensive reports for all Client Services programs, leveraging data analysis to identify trends, gaps, and areas for improvement. • Coordinate and execute special initiatives, client outreach campaigns, and promotional events, overseeing all event logistics, communication with stakeholders, and follow-up activities. Community Engagement & Outreach: • Periodically act as a liaison for BEAM at local meetings, promotional events, and community activities, representing the organization and strengthening community ties. • Organize and conduct facility tours for stakeholders, donors, volunteers, and potential collaborators, ensuring they understand BEAM’s mission, values, and impact. • Other duties as assigned
Qualifications
Preferred Qualifications • Proficient in database management and workplace-related technology, with experience in Salesforce preferred. • Proactive problem solver. • Strong attention to detail and organizational skills. • Ability to work occasional nights and weekends. • Must possess a valid Driver’s License. • Comfortable working in a fast-paced, high-volume environment. Physical requirements • Ability to sit for extended periods of time. • Stamina to use a computer for extended periods of time. • Ability to lift materials up to 30 lbs. • Tolerate some bending, stooping, and squatting. • Ability to use keyboard unassisted. • Ability to use telephone unassisted.
Salary/Salary Range
$45,000 - $55,000
How to Apply
Submit a cover letter and resume to: recruiting@jaxbeam.org