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Customer Service & Client Support Manager

#17-0404

REPORTS TO: Customer Service Director

LOCATION:                      

YWCA Seneca, 1118 Fifth Avenue, Seattle, WA 98101       and

YWCA Opportunity Place, 2024 Third Avenue, Seattle, WA 98121

DESCRIPTION:               

The Customer Service and Client Support Manager manages the agency’s Client Support Specialists staff and Customer Service Representatives at the YWCA’s Fifth & Seneca and Opportunity Place buildings located in their entry lobbies. This position is centered on ensuring that the YWCA’s intentional, intersectional, culturally-responsive customer service is provided at Seneca and Opportunity front-of-house, as well as the rest of the agency. Resident, Guest, and Client Support staff are responsible for providing high quality and consistent customer service to all residents, clients, guests, staff, volunteers, donors, and community members. This includes some referral to YWCA programs and to community resources if needed. Staff also act as first responders to some emergency situations. The Program Manager is expected to be a resource specialist for both internal and external programs of the YWCA. Knowing the core principles of antiracism and grounding these principles in everyday work are required job skills and core values.

This position is responsible for scheduling and maintaining 24-hour, 7-day a week, 365 days-a-year front desk coverage at both buildings. This requires maintaining a pool of on-call staff who can also be deployed as needed throughout the agency.  This position provides work direction, training, coaching, and counseling of all front desk employees.

This position is tasked with developing and implementing a career-building curriculum that equips Resident, Guest, and Client Support staff with a strong foundation in anti-racist, culturally-responsive customer service skills and adaptable skill-sets that can be utilized in different positions throughout the agency. This position will facilitate regular training for front desk staff and will open the trainings to other agency staff as applicable. As an equal opportunity employer, we highly encourage people of color to apply.

RESPONSIBILITIES:

Training and Supervision:

  • Establish training policies, develop in-house training materials and provide the training suited to Front Desk and other agency staff on topics such as customer service, crisis intervention, emergency response, reporting and working with residents and clients with increased barriers due to systemic oppression
  • Develop and implement career-building program for staff to gain adaptable skill-sets that can be utilized in other positions throughout social services agencies
  • Hire, supervise, and evaluate performance for Fifth & Seneca and Opportunity Place Client Support Specialists staff (regular, on-call and interns) and Customer Service Representatives based on YWCA personnel policies and affirmative action goals
  • Maintain an on-call pool of Resident, Guest and Client Support Specialists staff who can be used agency-wide
  • Train staff to develop intersectional, culturally-responsive customer service skills
  • Schedule and maintain 24-hour, 7 days a week, 365 days a year welcome desk coverage which includes staff serving as the after-hours emergency response line for properties throughout King and Snohomish Counties
  • Facilitate staff skill development by providing clear, behaviorally specific performance conversations, feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem
  • Provide clear direction on organizational and divisional objectives, establish accountability methods, and monitor outcomes
  • Serve as an internal expert and provide training to other staff on YWCA and area resources and culturally-responsive customer service and hospitality

Communications/Correspondence/Decision Making/Collaboration:

  • Recommend, research, and make adjustments as needed to policies and processes regarding front desk operations
  • Implement, maintain and update general operational policies and emergency procedures for the front desk
  • Routinely make functional area decisions needed to provide timely staff support and further established goals
  • Collaborate with necessary stakeholders (resident services, housing operations, facilities, human resources, etc.) and solicit input prior to making decisions impacting the entire agency
  • Along with Supervised Staff:
  • Provide resources and referral to public and answers questions about various YWCA programs
  • Ensure that all pertinent information is recorded in a log book and appropriate information distributed to other permanent and on call staff
  • Maintain calm and caring demeanor when dealing with diverse public, especially in stressful situations, while maintaining appropriate emotional and physical boundaries
  • Answer all incoming calls, directing them to appropriate departments, and take messages when needed
  • Monitor activity in the lobby area and enforce policies regarding building security
  • Maintain a clean and inviting front desk work space
  • Assist in the distribution of agency mail
  • Maintain required supplies and forms

Fiscal Management:

  • Manages programs to assure that income, expenses, and service levels meet budgeted expectations
  • Participates in the preparation of annual program budgets in accordance with agency budgeting process
  • Review vendor invoices and prepare check requests as directed

Emergency Response: 

  • Respond to crisis by providing information to resolve the crisis; contact appropriate YWCA staff as needed
  • Ensure an incident report is completed each time the police or fire department is called, or arrives in response to a call or crisis that occurred in the building
  • Train all Front Desk Staff around emergency/safety procedures and reporting, and ensures reports are completed in a timely manner. This may include coordinating attendance at external trainings or bringing external experts in to train staff on a variety of issues up to and including De-escalation, CPR/First Aid, Conflict Resolution, etc.

Additional Responsibilities:

  • Attends regular division meetings and supports other division events
  • Participates in social justice meetings and events to search for understanding of racial, gender, and class equity
  • Incorporate the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism, and other oppressions intersect and are embedded in institutions
  • Adhere to all Volunteer Services protocol relative to volunteer usage, recognition, and monitoring
  • Assure that clients, staff, volunteers, and community partners are treated with respect and dignity regardless of race, ethnic background, gender or socioeconomic background
  • Performs other duties as assigned or as necessary

QUALIFICATIONS AND COMPETENCIES:

  • Associates or Bachelor’s degree in transferable field given level of written communication involved
  • Minimum 2 years of supervisory experience
  • Minimum 4 years of experience working in social services, including at least 2 years of  experience working directly with low-income and/or homeless individuals or families in a role that required:
    • routine customer service interaction with different customers, including clients or residents, volunteers, donors, staff, and other community members
    • experience linking people who need to resources to those resources
    • consistent application of established policies, procedures, laws and regulations,
    • knowledge and experience related to crisis intervention, domestic violence, homelessness, mental health, case management, and substance abuse
    • High degree of discretion and excellent judgment
    • Reliability and flexibility
    • Crisis management
  • Demonstrated experience in establishing and maintaining training programs
  • Demonstrated ability to work effectively under stressful conditions
  • Ability to organize, prioritize, and perform multiple routine and non-routine tasks within timely manner
  • Commitment to working with people who are formerly or are experiencing homelessness and have very low incomes within a residential setting
  • Culturally-responsive customer service and communication skills with the ability to discern how to address barriers and meet needs in regards to front desk management, including sensitivity to the needs of clients and staff from diverse cultural and economic backgrounds
  • Ability to be flexible, supportive and to work cooperatively with co-workers as a member of a diverse team.
  • Strong verbal and written communication skills
  • Demonstrated ability of interacting and working with staff, residents, clients, volunteers, donors, and other community members from a variety of backgrounds
  • Ability and willingness to work independently and as part of a team and to make sound judgments without on-site supervision
  • Ability to deal with unexpected situations using basic crisis intervention skills
  • Strong organizational skills, record-keeping skills, and attention to detail
  • Willingness to develop new skills and participate in personal and professional development in a continued search for understanding of racial, gender, and class equity
  • Highly proficient with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook. Database management, SharePoint, and Office 365 a plus
  • Experience in hospitality management a plus
  • Core Competencies expected: Fostering diversity, social justice advocacy, oral and written communication, collaboration, crisis management, customer service, interpersonal skills, personal credibility, planning & organizing, reliability and specialized knowledge

REQUIREMENTS

  • Ability to pass a background check
  • References by request

PHYSICAL DEMANDS OF THIS POSITION

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. In performing this position, the employee: 

  • Continuously exchanges information through listening and talking with clients, agency staff, volunteers, donors and individuals in the community
  • Frequently stands, walks, sits, and climbs in performing duties and in traveling to off-site meetings
  • Frequently reaches and grasps in using telephones, computers, and in general operations.
  • Frequently lifts and carries up to 15 lbs. of paperwork, files, and materials
  • Frequently to occasionally performs close work while updating files, reading program information, and using computer

HOURS, RATE, BENEFITS

  • Salary: This position is classified as Program Manager II / Grade 34; $22.83-25.38 per hour
  • Regular, full-time, 40 hours per week with ability to flex hours into the evenings and weekends as needed and ability to provide shift coverage as/when needed
  • Fair Labor Standards Act (FLSA) Classification: Exempt
  • Excellent benefit package includes medical insurance, retirement plans, generous vacation, holidays/sick-leave
  • At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.

TO APPLY: Please submit cover letter and resume to gshiring@ywcaworks.org.

CLOSING DATE: Open until filled

The YWCA of Seattle • King County • Snohomish County is an Equal Opportunity Employer