Job Description

Develop recommended standards and guidelines for: screening, referral, information for case review, advice, and brief service. Maintaining relationships with cross-functional teams. Expand the use of technology in support of intake. Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders. Develop practice standards and monitoring systems to ensure quality control. Accomplishes department objectives by managing staff; planning and evaluating department activities. Ensures a safe, secure, and legal work environment. Develops personal growth opportunities. Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results. Coaches, counsels, and disciplines employees. Develops, coordinates, and enforces systems, policies, procedures, and productivity standards. Establishes strategic goals to accomplish monthly KPIs. Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes. Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements. Contributes to team effort by accomplishing related results as needed. Participates in leadership trainings to improve managerial skills and contribute to team performance enhancement. Coordinates team trainings ensuring all team members are well-prepared to deliver outstanding service. Fosters leadership development within the team through coaching and training initiatives. Serves as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards. Engage with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business with us. Contacts clients who have provided feedback on poor service experiences during exit interviews. Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.

Qualifications

• Must be fluent in English and Spanish.
• Proven experience in a management or supervisory role.
• Strong organizational and leadership skills.
• Excellent communication and interpersonal abilities.
• Must consistently be on time and reliable.
• Must work well in a team environment.
• Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees.
• Must have proficiency in using computers and relevant software.
• Must be able to prioritize tasks effectively.
• Must possess strong multitasking and time-management skills.
• Must have strong phone contact handling skills and active listening abilities.
• Must have a passion for delivering exceptional customer service.
• Must have the ability to handle customer complaints and provide appropriate solutions.
• Must be able to adapt to a fast-paced and changing work environment.
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.

Additional Information

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a percentage match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally, we provide confidential counseling services, mental health support, and financial guidance. Come make a difference for our clients!