Client Services Supervisor

Rochester Area Neighborhood House; Rochester Hills (MI); On-site; USD 19,000 - 28,000; Part time

Job summary

Rochester Area Neighborhood House is seeking a Client Services Supervisor to oversee front office operations and a team of volunteers from our main office in Rochester Hills. The role reports to the Director of Client Services and involves coordinating client intake, DHHS assistance, and monthly data entry to ensure a high-quality client experience.

The ideal candidate has strong office management experience, excellent communication, and a passion for nonprofit service delivery.

Qualifications

• 5+ years of experience in office management or related roles.
• Excellent written and verbal communication skills.
• Experience developing and managing office processes and procedures.
• Ability to lead volunteers and staff members.
• Ability to handle difficult interpersonal situations with the public.
• Experience with Microsoft Office applications.
• Must be able to lift at least 25 lbs.
• Nonprofit operations experience a plus.

Responsibilities

• Recruit, train and supervise volunteers who perform client intake and related tasks.
• Develop and maintain an orientation program for front office volunteers.
• Review and document office processes for efficiency and consistency.
• Coordinate projects for volunteers and ensure timely completion.
• Serve as first point of contact for client, donor or partner questions.
• Collect and organize monthly client data for reporting and data quality checks.

Skills

Office management

Communication skills

Volunteer leadership

Data entry

Lift 25 lbs

Microsoft Office

Tools

Microsoft Office

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:

$17 per hour

JOB DUTIES:

Service Coordination

• 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.