Client Services Supervisor

ROCHESTER AREA NEIGHBORHOOD HOUSE; Rochester Hills (MI); On-site; USD 20,000 - 29,000; Part time

Job summary

ROCHESTER AREA NEIGHBORHOOD HOUSE is seeking a part-time Client Services Supervisor to oversee front office operations and a small team of volunteers and staff. The role focuses on delivering an excellent client visit experience, supervising volunteer tasks and performing administrative duties for the Director of Client Services.

The ideal candidate brings experience with intake processes, reception services and process improvement, along with strong communication and data entry skills.

Qualifications

• 5+ years of experience in office management or relevant positions.
• Excellent written and verbal communication skills.
• Experience developing, implementing and managing office processes and procedures.
• Ability to lead volunteers and staff members.
• Ability to manage difficult interpersonal situations with the public.
• Experience with Microsoft Office applications.
• Ability to lift at least 25 lbs.
• Must have a passion for our mission. Prior nonprofit operations experience is a plus.
• Willingness to learn Apricot – Client Services Tracking system.

Responsibilities

• Recruit, train and supervise volunteers who perform client intake and assist with DHHS applications.
• Develop and maintain an orientation program for front office volunteers.
• Review, document and maintain volunteer office processes to ensure efficiency and consistency.
• Develop and maintain an orientation program for new intake volunteers to familiarize them with the agency and roles.
• Serve as backup for intake and data entry volunteers and reception services during absences.
• Coordinate projects for volunteers (mass mailing, data entry, etc.) and ensure timely completion.
• Act as first point of contact for client, donor or partner questions and issues requiring resolution.
• Collect and organize monthly client data for reporting to the Director of Client Services.
• Assist in ensuring data quality, integrity and reconciliation of data.

Skills

Office management

Volunteer leadership

Customer service

Interpersonal skills

Data entry

Attention to detail

Mission-driven

Apricot familiarity

Tools

Microsoft Office

Apricot – Client Services Tracking system

Job description

JOB TITLE

Client Services Supervisor

JOB STATUS

This is a part-time position (25 hours a week). Due to responsibilities, it is important that the candidate is able to be in the office 10:00 a.m. to 3:00 p.m. Monday through Friday.

REPORTS TO

Director of Client Services

DIRECT REPORTS

Employees: Front Office Coordinator, Van Drivers (2) and Intake Volunteers

JOB DESCRIPTION

We are looking for an organized, process oriented, people person who can create and support a front office visit experience that is excellent for all. This requires supervising a team of volunteers who perform front office tasks and three staff members including our front office coordinator, two van drivers, as well as the client experience at the main office. Additionally, this role will support the Director of Client Services with administrative tasks. The ideal candidate for this position has some experience with client intake processes, reception services, creating and improving processes and procedures, and customer relations.

COMPENSATION

$18 per hour

JOB DUTIES

• Recruit, train and supervise volunteers who perform client intake, assist with DHHS applications, manage home food delivery orders, perform monthly data entry and various other tasks to ensure clients have an outstanding experience while visiting.
• Develop and maintain an orientation program for front office volunteers.
• Review, document and maintain volunteer office processes to ensure efficiency and consistency.
• Develop and maintain an orientation program for new intake volunteers to familiarize them with the agency and volunteer roles and responsibilities
• Function as backup for intake and data entry volunteers and reception services during absences.
• Coordinate projects for volunteers (mass mailing, data entry, etc.) as assigned by executive staff and provide follow-up to make sure the project is completed in a timely and satisfactory manner.
• Act as first point of contact for client, donor or partner questions, concerns and issues that require resolution.
• Collect and organize monthly client data to be entered by volunteers and provided to the Director of Client Services for reporting.
• Assist in ensuring data quality, integrity and reconciliation of this data.

JOB SKILLS & REQUIREMENTS

• 5+ years of experience in office management or relevant positions
• Excellent written and verbal communication skills
• Previous experience with developing, implementing and management of office processes and procedures
• Ability to lead volunteers and staff members.
• Ability to manage difficult interpersonal situations with the public.
• Experience with Microsoft Office applications.
• Ability to lift at least 25 lbs.
• Must have a passion for our mission. Prior experience in nonprofit operations is a plus.
• Willingness to learn specific computer applications: Apricot – Client Services Tracking system.

ABOUT US

Founded in 1968, Neighborhood House is a 501 (c) (3) nonprofit human service organization that assists our neighbors during times of hardship. We collaborate with the community and other social service providers to help our neighbors in financial crisis move toward financial and overall wellness.

Life circumstances such as sudden job loss, divorce or death of a spouse, can change the life of a family in a moment’s notice. Neighborhood House recognizes the basic needs of residents in crisis and responds with emotional and financial assistance. We believe that neighbors helping neighbors is the model of a strong community.

Our key client services include: food pantry, clothes closet, financial assistance, transportation, sustainability services and counseling.