Client Services Associate (Bi-Lingual required)

Alpha Grand Rapids

Grand Rapids (MI)

On-site

USD 26,000 - 30,000

Full time

14 days+

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Benefits offered by this job

401(k) 5% Match

Dental insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Parental leave

Referral program

Vision insurance

Job summary

Alpha Grand Rapids is seeking a Client Services Associate to be the first point of contact at the Women’s Center. The role involves greeting visitors, answering calls, scheduling appointments, and maintaining accurate client records using Zanda, Loyverse, and AB Updater software.

The position requires 1–2 years of clerical/receptionist experience, a high school diploma, and bilingual English/Spanish proficiency. The role is in-person with regular front desk operations and volunteer coordination.

Qualifications

One-two years of clerical and/or receptionist experience, preferably in nonprofit organizations
Bilingual English/Spanish required
Strong organizational and written communication skills

Responsibilities

Greet visitors and assist volunteers, clients, staff and donors; answer phones and direct inquiries
Schedule client appointments using Zanda and maintain accurate client information
Manage front desk communications and ensure timely responses to emails and messages
Support Step Up program by coordinating mentor interactions and client appointments
Assist medical staff by coordinating intake processes and documentation

Skills

Office administration

Microsoft Office

Communication

Multitasking

Education

High school diploma

Tools

Microsoft Office

Job description

Mission Statement: Motivated by the love of Christ, we promote abundant life by providing holistic services to women and men affected by unplanned pregnancy.

Position title: Client Services Associate

Position type: Staff (full-time, salary)

Department: Women’s Center

Reports to: Support Services Manager

Basic function of position: The Client Services Associate serves as the first face of Alpha Grand Rapids (AGR). The incumbent performs a variety of day-to-day office and administrative tasks, including answering the phone as well as greeting and assisting volunteers, clients, employees, Board Directors, and the general public. Using Zanda, Loyverse and AB Updater software, the Client Services Associate schedules client appointments and maintains accurate client information. The client Services Associate is also responsible for making sure communication directed to the appropriate AGR staff and that the different forms of communication used by the front desk are working correctly.

Major Duties and Responsibilities

Receptionist

Oversees entry and exit of the building via the front door
Greets all visitors and seeks to build relationships with all stakeholders, including, but not limited to, volunteers, clients, patients, and donors
Remind volunteers to sign in for their scheduled shifts
Facilitates the client check in/out process (i.e., checking/scanning photo ID, confirming address and phone number in Zanda software, and make sure intake form are finalized)
Assists with Intro Visits
Answers phones for the Women’s Center and delivers messages to employees and volunteers
Redirects any issues, phone or in person, to the appropriate staff member
Transfers client calls, which may be about a variety of issues (abortion, pregnancy, referrals, etc.), to the appropriate staff member
Answers callers’ questions about AGR programs, open days and hours
Promotes AGR’s programs
Check front desk email and voicemail to ensure that all communications are answered in a timely fashion
Communicates and implements AGR policies and procedures as necessary and appropriate

Step Up support

Builds relationships with Step Up clients and mentors
Assists the Support Services Manager in supporting mentors
Makes appointments for clients as needed
Communicates with mentors about their scheduled appointments daily
Make reminder texts or calls to clients the day before or the day of appointments if the client has not confirmed their appointment
Manages the scheduler in the Zanda software throughout the day
Reviews and edits the scheduler at the end of the day to change all appointments to show, no show, or canceled
Fills in for the Support Services Manager when necessary
Provides additional assistance to Spanish-speaking mentors and clients including relational support, referrals to community resources, curriculum options, translation, etc.

Medical support

Scan client identification and send the required information to the medical staff
Communicating with the Medical Team when a client arrived
Provide a Men’s Intake when the partner accompanies the client for a medical appointment
Maintain open communication with the Medical Team throughout the intake process and make sure they are alerted when required paperwork has completed

Administrative

Ensures that the waiting room TV and PowerPoint presentation is working and turned on
Supports the Support Services Manager with all Zanda software activity and data management
Runs Zanda software reports regularly to ensure all visits are entered correctly
Assists with mailings or general office help as needed
Provides weekly prayer requests and monthly stories and quotes to the Support Services Manager and/or Marketing Director
Assists with stories, quotes, photos, and videos for quarterly and annual publications and events

Volunteer management

Communicates policies and procedures to volunteers and provides orientation for new volunteers for the Step-Up program
Trains and manage front desk volunteers

Other

Ensures that the Women’s Center lobby, waiting room, and parlor are clean and presentable at all times
Provides general referrals to clients based on need (medical, food, housing, jobs, etc.)
Promotes and attends some Alpha’s events
Participates in all required staff meetings
Schedules coverage at the front desk when he/she is unable to be present
Takes part in professional development as desired, recommended, or required
Performs other duties as assigned by supervisor
This position is required to attend certain fundraising and volunteer events and additional events if asked. Please see the link for specific requirements. Staff Event Attendance Requirements.xlsx

Qualifications for the Position

Education: High school diploma

Prior work experience: One-two years of experience performing clerical and/or receptionist duties and responsibilities, preferably in nonprofit organizations

Language proficiency: Bilingual English/Spanish required

Skills and abilities

Strong organizational, administrative, and managerial skills
Proficiency in Microsoft Office (Outlook, Word, Excel)
Strong verbal, written, and interpersonal communication skills
Ability to handle multiple responsibilities at once, manage time well, and take initiative
Ability to work independently and interact with other staff members
Ability to interact well with both individuals and groups from a variety of ethnicities and backgrounds

Essential requirements

Belief in the sanctity of human life
Demonstrated emotional and spiritual maturity
Committed Christian who faithfully attends a local church
Full agreement with the AGR Statement of Faith and AGR Statement of Lifestyle
Proven ability to respect diversity and confidentiality

Position Elements

Available guidelines: AGR Employee Handbook

Exercise of judgment: Uses independent judgment on how to manage difficult clients and how to handle calls and requests from clients and visitors in general

Nature and level of contacts: Employees, volunteers, clients, and the general public

Supervision exercised: 0-5 volunteers

Time to perform full range of duties after entry into the position: Six months

Pay

Pay: $19.00 - $22.00 per hour

Expected hours

Expected hours: 40.0 per week

Benefits