A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
The primary areas of responsibility will be providing peer counseling services and overseeing the day-to-day office functions.
Reports to:
Director of Client Services Supervises:
In-Office Volunteers Qualifications:
Be a committed Christian who demonstrates a personal relationship with Jesus Christ as Savior and Lord Exhibit strong commitment and dedication to sharing the Gospel with others, the pro-life position, and stewarding sexuality with integrity. Agree and be willing to uphold the Statement of Faith, Code of Christian Conduct and Policies of Crossroads. Exhibit strong skills in interpersonal communication Be able to work independently.
Responsibilities:
I. Spiritual Leadership Set a Christ-like example within all activities Ensure that prayer is an integral part of the day-to-day operation of the center Provide spiritual leadership, discipleship, encouragement and direction for the office II. Community Outreach Plan and carry out sufficient volunteer recruitment to manage projected client load and services Represent Crossroads Pregnancy Center to pastors, churches, and organizations through correspondence, meetings, community events and speaking engagements, when requested by the Executive Director. Develop and maintain an ongoing relationship with social-service organizations, etc. in the community that provide client services III. Client Services Maintain client confidentiality Model as lead counselor Counsel clients when volunteers are not available or when more expertise is needed for a particular situation. Oversee peer counseling and all other services provided for clients. Work with Director of Client Services and peer Client Services Managers to evaluate, select, and maintain needed educational materials and resources for clients Recommend ways to improve the center's ability to attract women in crisis pregnancies. Explore methods of delivering client services and reaching potential clients as efficiently as possible and share any findings with the Director of Client Services. Assist in facilitation of support programs.
CROSSROADS PREGNANCY CENTER IV.
Development Contribute to the fundraising strategy and participate in fundraising events as requested by the Executive Director. Assist in promoting public awareness of Crossroads. Provide written client stories ans/or quotes for the development team to use to encourage supporters and inform others of the way Crossroads is making a positive impact. V. Administration Coordinate staffing and scheduling of locally-provided services and volunteers. Supervise volunteer counseling. Supervise the organization and accessibility of materials to be given to clients. Oversee record-keeping and follow-up of clients by volunteers. Maintain confidentiality of clients/patients. Maintain proficiency in using client database software. Produce a report of monthly activities. Attend meetings scheduled or requested by the Director of Client Services or the Executive Director. Inform the Director of Client Services of any problems which have the potential to impact the organization as a whole internally or publicly Report any known changes and/or additions or deletions of current referral sources to the Director of Client Services for updating. Report any computer/internet issues, facility issues, or equipment failures to the Director of Client Services. Keep volunteer staff informed of new information and office policies and procedures as well as maintain all office documents VI. Training Participate in the in-center training of new volunteers Instruct and oversee volunteers regarding professional telephone manners, scheduling of appointments, reception of clients, accurate record keeping and adherence to CPC policies and procedures Attend trainings related to client services as recommended to increase personal effectiveness VII. People Leadership Recruit, interview, develop, nurture, coach & supervise volunteers, ensuring complete and effective coverage for all hours and services provided Inform volunteers of educational opportunities in their area of interest and encourage them to attend In Service meetings Assess and evaluate volunteer performance and conduct annual evaluations Provide feedback to the Director of Client Services on the efficiency and effectiveness of the training, recruiting and morale of volunteers Follow Biblical principles for confrontation when the need arises as a Christian organization
Pay:
$30,000.00 - $32,000.00 per year
Benefits:
Paid time off Paid training Professional development assistance
