Customer Care Manager

Job Summary

The Customer Care Manager plays a crucial role in advancing HopeSource's mission to serve the most vulnerable members of our community. This position is responsible for leading the Customer Care team, ensuring that every individual who reaches out for assistance receives compassionate, tailored support. The Customer Care Manager will actively engage with the community, addressing unmet needs and connecting individuals to critical resources that foster stability and well-being.

Key Responsibilities

• Direct and inspire the Customer Care team to provide exceptional client-centric service that prioritizes the needs of clients, ensuring that no one is turned away.
• Establish and maintain strong partnerships with local organizations and service providers to enhance resource availability, promote collaboration, and advocate for the needs of vulnerable populations.
• Oversee the coordinated entry process, ensuring that individuals receive appropriate diversion strategies and access to housing services that best meet their needs.
• Empower clients through problem solving and personalized support options that encourage self-resolution, while also facilitating connections to HopeSource programs and community resources when further assistance is required.
• Analyze client feedback and service outcomes to continuously improve customer care practices, ensuring that the team is responsive to the evolving needs of the community.
• Foster a culture of learning by providing ongoing training to the Customer Care team on best practices in client engagement, resource navigation, and problem-solving techniques.
• Serve as a strong advocate for clients within the community, raising awareness of the challenges they face and promoting services that enhance their quality of life.
• Understand and comply with all program contract requirements, including timely and accurate submission of reports.
• Ensure accreditation, maintenance and safety programs are current and accurate.
• Participate in local community activities, local and regional government and funder meetings on behalf of HopeSource and remain informed on the affairs of the cities, County, and State and Federal legislatures relative to programs.
• Support HR objectives in the recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Minimum Requirements

• At least five years in a leadership role focused on client services, community engagement, or social services, with a demonstrated commitment to serving vulnerable populations.
• Demonstrated problem-solving skills, with the capacity to evaluate client needs and develop effective strategies that enhance access to resources and services.
• Strong communication and interpersonal skills, with the ability to build rapport with clients, community partners, and stakeholders.
• Familiarity with local resources and services available to assist individuals experiencing homelessness or other vulnerabilities.
• Must pass a criminal background check.