Client Services Coordinator

People Working Cooperatively, Inc.; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

People Working Cooperatively, Inc. is seeking a Client Services support role to aid the supervisor with intake, eligibility decisions, outreach, and client record maintenance.

The position focuses on delivering high-quality service via multiple channels and collaborating with other departments to meet client needs. The role requires a HS diploma or equivalent, with 4+ years of customer service experience and some leadership exposure preferred.

Qualifications

• HS diploma or equivalent, required.
• Associates or Bachelor’s degree, preferred.
• 4 Years minimum customer service experience, required.
• 2 Years management, supervisory, or leadership experience, preferred.

Responsibilities

• Assist the supervisor in intake processing, eligibility determination, outreach, and file maintenance.
• Provide quality customer service via phone, chats, email exchanges, and in-person visits.
• Assign weekly tasks to team-members to ensure coverage in all areas and functions.
• Assist supervisor with tracking team metrics and output—calls answered, applications processed, etc.
• Attend outreach events and represent the agency while connecting with potential clients, volunteers, donors, and supporters.
• Maintain accurate records and reports of eligible and ineligible clients and service referrals of client records.
• Supply additional resources for clients by making appropriate referrals within and outside the agency.

Skills

Customer service

Communication

Team leadership

Problem solving

Education

HS diploma or equivalent

Associates or Bachelor’s degree preferred

Job description

Description

Responsible for assisting the supervisor in essential functions of the Client Services team: intake processing, eligibility determination, outreach, and file and record maintenance for assigned clients. Help the team collaborate with other PWC departments to ensure client needs are met and complaints or concerns regarding work are addressed in a timely manner.

Hours are 8:00am to 4:30pm Monday - Friday, 40‑hour work week.

Key Responsibilities

• Support clients and provide quality customer service via phone calls, chats, email exchanges, and in‑person visits.
• Provide guidance on PWC's programs and services, set reasonable expectations, and assist potential clients in preparing applications and securing supporting documents.
• Assign weekly tasks to team‑members to ensure appropriate coverage in all areas and functions of the team.
• Assist supervisor with tracking team metrics and output – calls answered, applications processed, etc.
• Attend outreach events and represent the agency while connecting with potential clients, volunteers, donors, and supporters.
• Maintain accurate records and reports of eligible and ineligible clients and service referrals of client records.
• Supply additional resources for clients by making appropriate referrals within and outside the agency.

Requirements

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• HS diploma or equivalent, required
• Associates or Bachelor’s degree, preferred
• 4 Years minimum customer service experience, required
• 2 Years management, supervisory, or leadership experience, preferred