Organization: The Child Advocacy Center of Greater Rochester
Posting Start: 2025-01-29
Job Title: Client Services Manager
Posting End: 2025-02-28
A Brief Job Description:
POSITION TITLE: Client Services Manager
SALARY RANGE: $50,000 - $60,000
REPORTS TO: Senior Manager of Family Services
FLSA STATUS: Full-time (40 hours), Non-Exempt
GENERAL DESCRIPTION:
The Client Services Manager oversees all aspects of the front desk area, ensuring the intake process includes the highest level of customer service. This position is responsible for maintaining a welcoming atmosphere in the waiting room area and has a clear understanding of the comprehensive services that are provided to the children and families coming to The CAC. Due to the nature of the work at The CAC, the Client Services Manager has regular interactions with children and families who have experienced trauma and other significant challenges. They must demonstrate a high level of integrity and respect while maintaining confidentiality surrounding the day-to-day functioning of the agency. The Client Services Manager supervises the Client Services Representatives.
The Client Services Manager recruits, trains and oversees volunteers interested in supporting the work and mission of The Child Advocacy Center. This person ensures volunteers are appropriately trained at the front desk and coordinates the volunteer training for events that is done by the development staff, as well as connecting with others to support the various areas of the organization.
The Client Services Manager position is supervised by the Senior Manager of Family Services. This position is full-time with the expectation of working 40 hours in the range of 7:30 a.m. to 7:30 p.m. Coverage of the front desk is coordinated with the Client Services Representatives and the Senior Manager of Family Services.
ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Provides oversight and management of all front desk activities, which include scheduling and coverage; ensuring quality customer service to both clients and the multidisciplinary team (MDT) and volunteers.
2. Provides supervision and guidance to Client Services Representatives.
3. Responsible and able to complete all front desk job tasks of the Client Services Representatives.
4. Provides primary backup support to Client Services Representatives, which requires the ability to build rapport easily with children and families.
5. Recruits, interviews, trains, and supervises volunteers for the front desk.
6. Recruits, interviews, and provides general processing for volunteers interested in other areas of the organization.
7. Works with the Events Assistant to recruit, interview, assign and coordinate volunteer activities for fundraising events.
8. Works with the MDT Facilitator, Intervention Services Leadership, and VP of Quality, Compliance, & Training to establish and maintain policies and procedures for client intake and appointment processes.
9. Works with Intervention and Development staff to organize and facilitate Holiday Giving responsibilities and supplying the Community Closet.
10. Oversees confirmation and preparation for meetings and trainings – including securing & scheduling rooms, and assisting Operations Manager with food and supply details, as needed.
11. Assists the Vice President of Quality, Compliance & Training with preparing and delivery response to subpoena requests.
12. Assists the Data Program Manager with data collection and entry as requested.
13. Participates as a member of The CAC’s Expanded Leadership Team, attending meetings as requested by members of the Leadership Team and always acting as a leader in agency operations.
14. Assists Operations Manager with maintaining proper levels of office and copier supplies and arranging copier maintenance when Operations Manager is not available to do so.
15. Other duties, as assigned.
Requirements
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for the position; able to perform each essential duty satisfactorily with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION & EXPERIENCE:
Bachelor’s degree in related field with minimum two years of supervisory and/or managerial experience; or Associate’s degree and minimum five years supervisory and/or managerial experience; or equivalent.
SKILLS, KNOWLEDGE, & ABILITIES:
1. Superb customer service
2. Ability to respond quickly, calmly and compassionately to address any escalating client issues in the waiting room area, requesting assistance from staff as needed.
3. High level of accuracy and organization
4. Ability to multi-task
5. Proficient with Microsoft Office
6. Excellent typing and computer skills
7. Filing, record keeping, invoicing and inventory control experience
8. Familiarity with office equipment such as facsimile, postage meter, multi-line phone system
9. Exceptionally high level of integrity, confidentiality and dependability
10. Willing to participate in a trauma-informed training to become knowledgeable and comfortable with the population served
11. Respect for diversity and a commitment to providing culturally competent and inclusive services
12. Ability to bend, squat, climb stairs and lift 25 pounds frequently
A review of this position has excluded the marginal functions of the position that are incidental
to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
Apply Online
Contact Information:
Shannon Bigongiari, MBA, SHRM-SCP
Director of Human Resources & Administration
She/Her
Email: sbigongiari@cacgroc.org
Direct: 585-935-7828
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