Client Services Operations Coordinator

Job Summary:

The Client Services Operations Coordinator is one of the first points of contact at our Chrysalis center, greeting clients, staff, volunteers, and donors. This role is key in coordinating services; ensuring adherence to organizational procedures; and fostering a safe, welcoming, and professional work environment and taking the lead in de-escalations. This position requires a positive attitude, excellent customer service skills, highly developed interpersonal skills, and the ability to multitask in a high-volume, fast-paced environment.

Summary of Job Duties:

Maintain a Welcoming, Professional, Safe Working Environment

• Maintain a professional, positive, welcoming, and motivating demeanor at all times.

• Greet clients entering the office to facilitate their access to Chrysalis programs and resources.

• Regularly circulate throughout the lobby to ensure clients are engaged in employment search activities, exclusively, and conducting themselves professionally at all times.

• Inform guests and clients of rules/procedures/policies.

• Ensure clients comply with all Chrysalis policies and procedures and inform clients of rule infractions or violations.

• Deescalate situations, as needed.

• When necessary, escort individuals outside of Chrysalis' premises and liaise with local law enforcement officials.

Facilitate Front Lobby Operations

• Administer client use of supportive resources such as the computer lab, phones, copier, mail, etc.

• Be aware of classes and other activities and events taking place and direct clients to activities as needed.

• Accept in-kind donations and process them accordingly.

• Assist with closing and opening procedures of the Downtown Chrysalis Center.

• Work collaboratively with other Chrysalis staff members to maintain a calm, orderly environment.

• Input client data and case notes into Salesforce (data system) promptly and accurately.

• Provide support to Client Services Coordinators, as needed.

Contribute to High-Quality Service Delivery

• Participate in organizational and team meetings, trainings, and other functions.

• Assist clients in utilizing in-office resources, as needed.

• Document incidents and observations on a consistent basis.

• Serve as a backup for the Client Services Coordinator with front desk duties and new client intakes, as needed.

• Answer Chrysalis phones and relay calls as needed.

• Maintain inventory of program materials for client use and distribution.

Skills & Qualifications

• Passion for Chrysalis's mission

• 1-year relevant experience preferred

• High school diploma or equivalency preferred.

• Ability to lift up to 40 pounds and respond on foot quickly throughout large center, including navigating stairs.

• Familiarity with administrative processes.

• Computer literacy required. Must be proficient in Internet research, MS Office programs and be willing to learn other applications as needed.

• Database management experience preferred.

• Maintain confidential information and exercise discretion.

• Sensitive to various cultures and lifestyles

• Ability to interact with clients, colleagues, partners, and others with diplomacy and tact.

• Ability to communicate agency needs and policies to clients in a supportive and patient manner.

• Ability to maintain appropriate boundaries with staff and clients.

• Strong organizational skills, including effective time management and the ability to work and make decisions independently.

• Ability to multi-task and prioritize appropriately yet maintain flexibility.

• Ability to work in a fast-paced, professional environment.

• Superior interpersonal, intercultural, written and verbal communication skills.

• Excellent problem-solving skills.

• Ability to motivate others.

• Team player who is willing to help other employees when needed.

• Self-starter with "can do" attitude and initiative.

• Willingness to work flexible schedule depending on needs.

• Willingness to travel to meetings (mileage reimbursed)

• Bilingual (English and Spanish) preferred.

Fair Chance Hiring Statement

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.