Bilingual Center Manager

Your Role:

The Support Center Manager oversees the daily operations of Administer Justice’s support communications and six‑day‑a‑week hotline. You manage support staff and our call‑center vendor while also responding directly to client and volunteer inquiries, handling scheduling needs, and maintaining records.

Our network of church‑based, volunteer‑run Gospel Justice Centers depends on well‑prepared volunteers and efficiently scheduled clients. You and your team ensure questions are answered, issues resolved, and centers equipped with the information and resources they need.

Together, we help make every Gospel Justice Center a place where lives are transformed in the name of Christ.

Remote Eligible. Hybrid in Elgin, IL preferred.

28 Hours per week – 4 weekdays and Saturdays

• Oversee and actively participate in the daily operation of our Support Center handling client and volunteer support inquiries.
• Ensure consistent bilingual phone and email coverage from 9:00 a.m.–5:00 p.m. Monday–Friday, and 7:30 a.m.–3:00 p.m. on Saturdays.
• Use strong customer‑service and problem‑solving skills to personally handle support tickets, including those that require management‑level attention.
• Serve as the primary point of contact for our answering‑service vendor partner and supervise up to 3 staff.
• Help maintain and improve Standard Operating Procedures (SOPs) to promote consistency, clarity, and efficiency across all support processes.
• Identify needs, issues, and opportunities for improvement as they arise, collaborating with the broader AJ team to develop solutions.
• Work confidently across multiple systems, including our phone platform, scheduling system, and case‑management system.

• Seeing clients quickly and efficiently get connected to the help of a lawyer and the hope of God’s love.
  
  We aim to promptly answer calls and schedule clients for an appointment within a short window of time because we know that just knowing an appointment is coming reduces our client’s stress.
• Seeing our volunteers empowered and encouraged to serve at their centers through resources, acknowledgement, and support.

• Call answer rate/speed during operational hours;
• Time to resolution of tickets;
• Client satisfaction scores after sessions and volunteer satisfaction scores.

• In a growing, energetic relationship with Jesus & aligned with Administer Justice’s Statement of Faith.
• Fluent English written/verbal proficiency. Advanced Spanish written/verbal proficiency.
• 2+ years customer care experience. Volunteer coordination experience a plus.
• Highly computer proficient, able to quickly learn new systems and use them efficiently and train others. Experience with Zendesk, Vonage, or Acuity, a plus.
• A multi-tasker who is organized administratively and thinks in process-oriented ways.
• Exceptional personal communication skills with an ability to lead and train others.

This position is part-time, 28 hours per week - 4 weekdays and Saturdays - and is hybrid flexible.

Compensation range is $23-$24 per hour depending on experience. Benefits are pursuant to employee handbook and include Paid Time Off and SIMPLE IRA employer match of 3%.