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.
$46,000 per year Position Type Full-Time, Salaried Position 32-hour work week Employees receive the same annual salary regardless of the standard 32-hour work week. Typical schedule is Monday-Thursday, 8:30 a.m.-4:30 p.m. Hours may vary based on shelter needs, staffing coverage, training, meetings, emergencies, and on-call responsibilities. About EPEC The Eastern Panhandle Empowerment Center (EPEC) is founded on the vision and belief that every person has the right to be safe, empowered, and free from violence and the fear of violence. Guided by this mission, EPEC works to eliminate domestic violence, sexual assault, stalking, dating violence, and human trafficking while providing compassionate, trauma-informed, survivor-centered services to individuals and families in our community. Candidates who are passionate about empowering survivors and making a meaningful difference in the lives of others are encouraged to apply.
Reporting Structure Reports To:
Shelter Director The Shelter Client Services Manager works under the supervision of the Shelter Director and collaborates closely with the Executive Director and other members of the leadership team. This position is responsible for carrying out assignments, projects, and organizational initiatives as directed by the Shelter Director and may also receive direction from the Executive Director and/or the outreach director to support agency operations and organizational priorities. Position Summary The Shelter Client Services Manager provides leadership for the day-to-day operations of EPEC's emergency shelter while working directly with shelter residents and supporting shelter staff. The primary responsibility of this position is to ensure that trauma-informed, survivor-centered services are delivered consistently while maintaining a safe, welcoming, and empowering shelter environment. This position assists with staff supervision, training, volunteer management, program development, shelter operations, inspection readiness, and community partnerships to ensure high-quality services for survivors. Essential Job Duties Assist with recruiting, hiring, onboarding, and training new shelter advocates. Provide leadership, coaching, and supervision to shelter advocates regarding resident services and case coordination. Ensure trauma-informed, survivor-centered services are consistently provided throughout the shelter. Develop and implement engaging shelter programming that promotes healing, empowerment, education, and life skills. Coordinate shelter groups, educational activities, and resident programming. Recruit, train, supervise, schedule, and support shelter volunteers while maintaining accurate volunteer records and ensuring volunteers receive appropriate orientation and ongoing guidance. Welcome new residents and complete shelter orientations. Develop and maintain collaborative relationships with community partners and service providers. Assist with creating, implementing, and evaluating shelter policies, procedures, and best practices. Coordinate maintenance requests and help ensure the shelter remains clean, safe, organized, and welcoming. Ensure the shelter maintains compliance with licensing, grant, health, safety, and other regulatory requirements by preparing for inspections, maintaining required documentation, coordinating corrective actions, and assisting with inspection readiness throughout the year. Support residents in maintaining shared living spaces while encouraging independence and community responsibility. Coordinate and facilitate staff training related to trauma-informed care, shelter operations, and best practices. Participate in local and out-of-town training and professional development opportunities. Participate in the rotating leadership on-call schedule for both Shelter and Outreach Services. Respond to after-hours staff questions, emergencies, and crisis situations while serving as manager on call. Provide backup coverage for shelter shifts when necessary due to staffing shortages or emergencies. Assist with data collection, documentation, reporting, and program compliance. Complete projects and assignments as requested by the Shelter Director and Executive Director. Perform other duties as assigned. Qualifications Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, or a related field preferred (equivalent experience may be considered). Previous supervisory or leadership experience preferred. Experience working with survivors of domestic violence, sexual assault, human trafficking, or other trauma-informed populations preferred. Strong leadership, communication, organizational, conflict resolution, and problem-solving skills. Ability to supervise staff and volunteers, manage multiple priorities, and respond effectively in crisis situations. Commitment to providing compassionate, trauma-informed, survivor-centered services. Physical & Position Requirements Applicants must be able to: Drive and sit for extended periods as needed. Maintain a valid driver's license, reliable transportation, and an acceptable driving record. Work a flexible schedule that may occasionally include evenings, weekends, holidays, and emergency coverage. Participate in a rotating on-call schedule. Lift, push, pull, or move supplies and equipment weighing up to 50 pounds, with or without reasonable accommodation. Navigate stairs and uneven surfaces with or without reasonable accommodation. Use computers, phones, and other office equipment for extended periods. Effectively communicate verbally and in writing while maintaining accurate documentation. Work Environment This position operates in a residential emergency shelter serving survivors of domestic violence, dating violence, sexual assault, stalking, and human trafficking. The Shelter Client Services Manager works closely with residents, staff, volunteers, and community partners to maintain a safe, supportive, and welcoming environment. This role requires a trauma-informed, survivor-centered approach, professionalism, flexibility, sound judgment, and the ability to maintain strict confidentiality at all times. The position operates in a fast-paced environment where priorities may shift quickly and where compassion, effective communication, and strong decision-making skills are essential. The Shelter Client Services Manager must be able to respond calmly and professionally during crises, provide leadership and support to staff, maintain appropriate professional boundaries, and adapt to the diverse and changing needs of residents. As part of this leadership role, the Shelter Client Services Manager participates in a rotating on-call schedule supporting both Shelter and Outreach Services . On-call responsibilities include providing guidance and support to staff after business hours, responding to emergencies and crisis situations, making operational decisions, coordinating appropriate responses, and providing backup coverage when needed. Flexibility to respond to after-hours calls, evenings, weekends, and holidays is required.
Benefits Health Insurance Dental Insurance Paid Time Off Paid Holidays Parental Leave Flexible Schedule Professional Development Opportunities Work Location:
In Person Job Type:
Full-time Pay:
$46,000.00 per year
Benefits:
Dental insurance Flexible schedule Health insurance Paid time off Parental leave
