Support Coordinator; Bilingual English Job Silver Spring Maryland USA,Customer Service/HelpDesk

Position: Essential Support Coordinator (Bilingual English/Spanish Preferred)

Job Summary

The Coordinator will work within the Essential Support Team, which encompasses our furniture program, baby items, professional clothing, agency partnerships, and resource navigation. As an Essential Support Coordinator, you will be responsible for providing direct services to clients in person, on the phone, and electronically each day. In this role, you are a primary point of contact and support for hundreds of families each year who are transitioning out of shelters, escaping domestic violence, or otherwise coming to A Wider Circle for help obtaining basic need items.

Schedule

Tuesday - Saturday 8:30 AM - 5:30 PM

Supervisory Responsibilities

None

Essential functions and primary responsibilities

Appointments:

Oversee the client appointment process for furniture, baby items, and/or professional clothing from start to finish, with sensitivity and maturity.
Work directly with the clients receiving services at our center and treat all clients with dignity and respect.
Think beyond a standard response to questions, issues, challenges, etc.
Participate in community pop-up events and other projects to serve clients in unique and creative ways.

Phone Calls:

Respond to the high volume of inbound and outbound client calls in a timely manner.
Serve as the primary point of contact for incoming calls to the Essential Support program.
Become knowledgeable on how to respond to the various calls we receive, expressing high levels of customer service and empathy.
Identify clients' needs, provide information, and direct to appropriate staff when needed.

Data:

Input all data for appointments, calls, and other relevant interactions you took part in, and ensure every detail is clean and accurate.
Document all interactions and phone calls in the client management system appropriately and efficiently.

Communication:

Communicate and collaborate with other teams, including in-kind donations, inventory, volunteer, admin, and operations teams, to ensure smooth functioning of all client appointments.
Connect clients to other programs offered by A Wider Circle, and to resource navigators for help securing resources outside of the organization as needed.

Team Work:

Work collaboratively with the team to ensure that we are meeting our daily goals.
Be flexible to changes and assist the team where needed.
Develop a mindset to think one step ahead, always identifying ways to improve daily operations for the team.

Beautification:

Ensure the showroom and Welcome Center are in beautiful condition/shape at all times.
Pick up trash, arrange furniture, clean, and decorate as needed to create a beautiful shopping experience for our clients.

Mentorship:

Assist with guiding interns and volunteers.
Set a good example and help in their learning process.

Continuous learning:

Make professional development a priority and complete steps to reaching your identified professional development goals each year, not including any mandatory team or agency-wide trainings.
Continue to learn about the people that we serve.

Required Skills /Abilities

Ability to function in a fast-paced and, at times, stressful environment.
Excellent interpersonal and customer service skills.
Good verbal and written communication skills.
Ability to demonstrate compassion to a range of clients experiencing poverty and other stressors.
Good organizational skills and attention to detail.
Ability to prioritize tasks.
Ability to work in a team environment.
Proficient with Google Suite, Microsoft Office Suite, and/or related software.
Ability to learn other softwares (i.e. Apricot, Acuity)

Required education and experience

Associate's Degree in social work, human services, psychology, or related field OR 1-2 years of equivalent professional experience.
One year of experience working in customer service and/or an office environment.

Preferred Education and experience

Bachelor's Degree in social work, human services, psychology, or related field.
Two years of experience working in a customer service or professional office setting.
Experience working with individuals and families living in poverty.
Conversational proficiency or fluency in another language besides English (Spanish preferred).
Comfortable with driving a work van.

Additional eligibility requirements:
Work authorization/security clearance requirements

Must be authorized to work in the United States

Work environment

The Coordinator will work in a shared office space in Silver Spring, Maryland, typically five consecutive days per week (Mon-Fri or Tues-Sat, to be discussed during the hiring process). After demonstrated proficiency with key tasks, one work-from-home day per week will be allowed, during which time the focus will be on returning client calls.

Physical demands

Prolonged periods of sitting and talking on the phone.

Prolonged walking around the warehouse and showroom.

The ability to lift up to 20lbs. If lifting over 20lbs, you must be assisted by another staff member.

Other duties

This job description is not designed to cover or contain a comprehensive listing of…