Client Services Manager (Bilingual - Spanish/English)

Kara

Palo Alto, CA, USA

Published: 6/14/2022

Job Description

About the Role

Kara is seeking a dedicated and compassionate Client Services Manager to act as a crucial link between our grief support services and those seeking assistance. This position combines providing exceptional, culturally attuned client service with the efficient management of key agency administrative functions. In this role, you will be the primary point of contact for all inquiries, ensuring potential clients are well-informed and connected to the appropriate resources, and you will also manage the client services team, consisting of your full-time role and two part-time employees. Responsibilities include managing phone and web-based communications, maintaining accurate service information, and coordinating room reservations and supplies to support our programs. While client interaction and support are paramount, you will also play a role in maintaining a smooth operational flow, ensuring our team can effectively deliver our mission. The ideal candidate will possess strong interpersonal, communication, and organizational skills, a deep commitment to our values of empathy and compassion, and the ability to manage both client-facing and operational tasks with professionalism and care.

To be considered for this position please submit a cover/interest letter with your resume. The letter should clearly express why you are interested in working for Kara (a nonprofit dedicated to serving the bereaved), what connects you to our mission, and how your skills and experiences uniquely qualify you for the role.

Key Responsibilities include, but are not limited to the following:

Client & Customer Service

Responsible for providing excellent culturally attuned customer service and ensuring client services team does the same, including understanding and communicating Kara service options available to potential clients.
Manages all incoming phone inquiries with compassion and care, capturing and recording appropriate information, and routing requests to service programs and departments.
Manages all incoming web-based inquiries, including follow up communication as needed, and routing requests to service programs and departments.
Ensures all clients, volunteers and guests are greeted and directed in a compassionate, hospitable, and helpful manner.
Regularly communicates with Executive Director and Director of Client Services and Programs regarding significant client issues or concerns.
Proactively identifies and proposes opportunities to improve efficiency of client focused operational systems and processes.

Program & Service Support

Manages and provides guidance and training for client services team (2) and operational volunteers as needed.
Collaborates and communicates with program directors and staff to ensure client service requests are managed seamlessly.
Maintains current information on community resources that complement grief support services for staff, volunteers and clients.
Maintains supplies for select Drop-In grief groups conducted at the Kingsley office.
Manages and maintains the grief-related books lending library.
Prepares written information and documentation for agency-related reports regarding client services.
Provides quarterly Service Request reports for analysis and data review.
In concert with Executive Director, manages Background Check administrative process for volunteers and therapy program associates.

Office & Facility Management

Maintains the Kara Room Reservation System (currently Planyo); including room reservation request procedures, user administration, program support, and assists and guides volunteers with meeting room reservations as needed.
Keeps informational service related collateral and resources updated and accessible throughout the Kingsley office facility.
Ensures all meeting rooms at Kingsley location are maintained in good order and stocked with appropriate supplies, including kitchen area and shared meeting spaces.
Ensures all meeting room equipment (air purifiers, heaters, etc) at the Kingsley location are appropriately maintained and in working order.
Manages and maintains supplies and materials in support of program-related services.
Oversees the distribution all incoming correspondence, mail, deliveries, and monetary receipts in accordance with established procedures.
Works with Finance & Operations Manager as a liaison with lessor First Presbyterian representative(s) (including custodial) to address all logistics issues including maintenance concerns, and building security issues of all rental space.
In concert with Finance & Operations Manager, assists in managing the VoiceEdge cloud phone system.
In concert with Executive Director and Finance & Operations Manager, coordinates meeting room reservations at First Presbyterian campus site in support of agency-wide and program specific activities.
Serves as the primary key custodian, ensuring necessary keys are distributed to staff and volunteers per established procedures.
Serves as liaison and communicator with other tenants on property (currently The Learning Center).

Required Qualifications

Keen understanding of Kara's mission and commitment to empathy and compassion.
Client-centered and culturally attuned approach to supporting individuals navigating loss and grief.
Fluency in Spanish and English.
Bachelor’s Degree or equivalent.
3-5 years of relevant experience.
High standard of professionalism, integrity, and confidentiality.
Excellent interpersonal skills, including the ability to interact effectively with diverse stakeholders (clients, staff, volunteers, partners, vendors).
Strong verbal and written communication skills, including phone proficiency.
Hospitable manner, positive attitude, and sense of humor.
High degree of compassionate presence and patience.
Excellent organizational, time management, planning, and problem-solving skills.
Ability to resolve problems with patience, respect, and professionalism.
Adaptability and ability to work effectively in a team.
Flexible, resourceful, and innovative with strong initiative and follow-through.
Ability to work under pressure and manage competing priorities.
Strong managerial skills including effective training and volunteer supervision.
Proficiency in Microsoft Office Suite, Google Apps Suite, Zoom, Internet navigation, and database applications.
Familiarity with design software (Adobe Suite).
Proficiency in operating office equipment and basic IT/networking understanding.
Ability to work evenings and weekends periodically.
Quick to learn, and willingness to ask for assistance.

Preferred Qualifications

Non-profit / Social Services / Health Care experience
Experience as a Kara volunteer or similar program requiring understanding of grief support structures.

To be considered for this position please submit a cover/interest letter with your resume. The letter should clearly express why you are interested in working for Kara (a nonprofit dedicated to serving the bereaved), what connects you to our mission, and how your skills and experiences uniquely qualify you for the role.

Company DescriptionAs a nonprofit organization serving the San Francisco Bay Area since 1976, Kara provides comprehensive bereavement support, grief education and crisis response to individuals and communities facing the difficult realities of death and dying. Serving over 5,000 individuals annually, Kara provides a wide breadth of grief support and education services to the community including: individual and group peer support; in- house psychotherapy; on-site crisis intervention; bereavement education and training services; Camp Kara, a bereavement camp for children 6-17 years old; and community events.

Through a time-tested and highly effective peer model (adopted from the Shanti Model), over 200 trained volunteers, supervised by professional staff, support grieving adults and children as they navigate loss. Kara provides a space where those in grief find deep relief in the company of others who understand. Our peer services are designed to be accessible and are offered at no cost to those we serve. We are funded primarily by charitable donations and the heartfelt generosity of the community we serve.

Kara is committed to the principles of diversity, equity and inclusion and maintains no affiliations with any religious or government-based organizations.

Company Description

As a nonprofit organization serving the San Francisco Bay Area since 1976, Kara provides comprehensive bereavement support, grief education and crisis response to individuals and communities facing the difficult realities of death and dying. Serving over 5,000 individuals annually, Kara provides a wide breadth of grief support and education services to the community including: individual and group peer support; in- house psychotherapy; on-site crisis intervention; bereavement education and training services; Camp Kara, a bereavement camp for children 6-17 years old; and community events. \r\n\r\nThrough a time-tested and highly effective peer model (adopted from the Shanti Model), over 200 trained volunteers, supervised by professional staff, support grieving adults and children as they navigate loss. Kara provides a space where those in grief find deep relief in the company of others who understand. Our peer services are designed to be accessible and are offered at no cost to those we serve. We are funded primarily by charitable donations and the heartfelt generosity of the community we serve.\r\n\r\nKara is committed to the principles of diversity, equity and inclusion and maintains no affiliations with any religious or government-based organizations.