Client Support Coordinator

About the Role

All Client Support Coordinators (CSCs) will be trained on all workstations within the Essential Needs building, rotating through the Food Pantry, Clothing Center, and the Connections programs. While CSCs will report directly to the Program Managers, they will work closely with the lead CSCs to perform daily duties and promote a welcoming and supportive environment for clients.

Responsibilities

• Conduct an intake assessment of each client requesting referral services, then refer client to the appropriate County resources to best meet their needs
• Conduct initial screening for clients for emergency financial assistance eligibility
• Promote IW's emergency assistance work, including the overall operation of the Eviction Prevention and Utility Assistance programs
• Check clients in and out of Microsoft Dynamics, ensuring information is up to date and accurate
• Welcome donors, volunteers and clients to the site, providing donation receipts, and information on IW programs
• Record client inquiries in Microsoft Dynamics
• Monitor inventory across the center, replenishing supplies as needed
• Assist volunteers with completing documentation as needed for community service requirements
• Maintain volunteer database, pulling information as needed
• Field phone calls, providing information and resources to clients, donors, and volunteers as necessary
• Schedule client appointments for Clothing Center and Food Pantry visits
• Check shared inboxes and finish tasks to completion, inputting client referrals into the appropriate databases
• De-escalate client and volunteer issues as they arise, respectively
• Obtain pallet jack certification (IW will provide) and assist when deliveries arrive
• Maintain a clean environment: taking out trash, sweeping and mopping the floor, and organizing the food storage area
• Assist the Volunteer Coordinator with overseeing the volunteers and their work
• Unload pallets of food and bags/boxes of donations timely and safely
• Attend regularly scheduled meetings
• Participate in outreach and tabling events in the community. This may include events outside of scheduled work hours
• Contribute to a positive and inclusive environment welcoming of clients and volunteers in varying situations from all walks of life
• Perform administrative tasks as needed
• Perform other duties as assigned

Qualifications

• High School diploma or GED
• Minimum two years of customer service experience
• Strong interpersonal skills
• Clean driving record
• Strong communications skills
• Basic knowledge of Microsoft Office Suite
• Good phone etiquette
• Handle multiple projects efficiently and with flexibility
• Ability to lift up to 50lbs at a time
• Work independently and collaborate with a diverse team
• Bilingual in Spanish & English is helpful or the ability to communicate using basic translation tools

Pay & Schedule

• Salary: $47,500 - $52,000 annually
• Employment Status: Full-Time
• Reports to: Program Manager

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.