Client Intake Specialist

Job Title:

Client Intake Specialist

Location:

Arcata, CA

Hours:

Full Time, 12 months/year, non-exempt

Wage: $22.00 to $24.00/hour. DOE

Project Name:
Northern California Small Business Development Lead Center (Nor Cal SBDC) Supervisor:
Client Process Manager

Nor Cal SBDC is part of Cal Poly Humboldt’s Sponsored Programs Foundation. The Intake Center

is located in Arcata, CA. The program serves the business community in 36 northern counties of California with no-cost education and consulting. Funding for these programs comes from the federal Small Business Administration (SBA), and the California Governor’s Office of Economic Development (GO-Biz). Cal Poly Humboldt has hosted the SBDC program since January 2006. The SBDC Call Center was established in 2019.

Its purpose is to centralize the business client screening and intake processing for ourSBDC Service Centers located throughout northern California. The Client Intake Specialist is a full-time, 12-month position and is non-exempt. The job offers a competitive benefits package including group health, dental, and vision. The schedule is 40 hours per week, Monday through Friday, with varied schedules/occasional weekend and evening hours.

While continuation of this position is foreseen for years to come, all Nor Cal SBDC positions are contingent on continued federal and state funding. This is not a state or federal position.

Under the general supervision of the Client Process Manager, the Client Intake Specialist is responsible for conducting the business client screening and supporting the management of a region-wide Call Center. This position will work closely with senior management and staff of the Service Centers to support the call-in protocol, the communication channels to individual centers and integration of screening and intake materials with the SBDC client database.

The Client Intake Specialist will help our clients to better understand the full potential of our SBDC counseling and training services.

This position will support day-to-day activities of the client intake call center, help assure quality control, communicate frequently with the Service Centers’ staff, and aid in building and implementing online tools and resources for small businesses. The Client Intake Specialist will directly be in contact with clients and potential clients seeking SBDC services. The ideal candidate will be self-motivated, resourceful, and have strong interpersonal skills and impeccable communication skills.

• Communicate with SBDC Center Directors about clients’ needs on an ongoing basis;
• Implement Lead Center priorities and criteria for accepting potential clients;
• Conduct intake interview with potential clients applying for SBDC counseling services and create accurate reporting entries;
• Use of online scheduling platforms and calendar;

• Support research and streamline client process at all centers, identifying commonalities, and upholding a set of common protocols;
• Appropriate use of online tools that assist in client processing;
• Aide in communicating intake updates to service centers to understand goals and priorities of the organization;
• Support Manager in conducting periodic surveys of clients and potential clients to ensure quality control;
• Interact with all levels of management, both internally and externally;
• Enter, modify and maintain accurate client files and records;
• Help research and compile data for statistical, financial and programmatic reports.

• Excellent interpersonal skills;
• Experience providing exceptional customer service;
• Understanding of professional communication styles;
• Strong preference for small business or entrepreneurial experience;
• Experience using Microsoft
  365 and Google Workspace;
• Strong project management and time management, along with performance skills;
• Ability to develop strong relationships and work with senior level managers;
• Very effective in written communications—technical, formal and informal;
• Strong verbal communications—one-on-one, on the phone and videoconferencing;
• Confidentiality is critical for this role.

Preference…