Manager, Client Support

Key Responsibilities and Duties

• Oversee the agency responsiveness, ensuring client requests are processed in a timely fashion, efficiently, and accurately.
• Supervise and support client support staff and volunteers, including hiring, training, and evaluating performance to ensure a high level of productivity and morale.
• Provide high-quality customer support for our many existing and prospective clients via phone and email, from initial inquiry to issue resolution in a time-sensitive environment.
• Coordinate client recertification activities, including communication to clients and providers and oversight of departmental volunteers in consultation with the Director of Program Services.
• Coordinates effort to communicate to clients via selected platforms regarding services or agency closures.
• Coordinate and manage call center vendor engagement on an as needed basis in consultation with the Director of Program Services.
• Possess acute attention to detail necessary to recognize errors and inaccuracies that could delay onboarding new clients to our program while documenting steps taken to resolution.
• Responds to client inquiries regarding services, scheduling, or other related information and assists clients in addressing changes, cancellations, or problems with their scheduled services
• Adhere to established guidelines and procedures with detail-oriented data entry, meeting daily quotas for onboarding new clients and maintaining existing clients throughout their qualifying time on program with God’s Love We Deliver.
• Create a rapport with our clients, drawing from a place of compassion and empathy, to support them through challenges brought on by their life-altering illnesses.
• Cross-collaborate with colleagues and teams across the organization to provide the highest-quality service to each client.
• Ensure team adherence to all applicable laws and regulations for potential and active clients and their support networks.
• Set performance and Quality Assurance (QA) standards; regularly measure and manage results.
• Facilitate learning opportunities to advance team members’ skills related to understanding serious illnesses, customer service, and technical tasks.