YWCA Seattle | King | Snohomish is an Equal Opportunity Employer. To read more about this, view the EEO is the Law poster and this EEO is the Law Poster Supplement

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Customer Services Manager

Benefits

Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday, and sick leave plans. Typically, after two years of employment, employees are eligible to participate in the YWCA Retirement Fund, with a 14% employer match.

Summary

The Customer Services Manager manages the agency’s front desk reception staff and program at the YWCA’s Fifth & Seneca and Opportunity Place buildings and implements training for front desk throughout King County Permanent Housing. This program area’s staff is responsible for providing high quality, culturally responsive, and consistent in person and by phone customer service, including resource and some referral to YWCA programs and to community resources if needed. Staff may also act as first responders to emergency situations.

This position is responsible for scheduling and maintaining 24 hour, 7 day a week, and 365-day front desk coverage at both buildings. This requires maintaining a pool of on-call staff who can also be deployed as needed throughout the agency. This position provides work direction, training, coaching, and counseling of all front desk employees. This position will be required to provide front desk coverage as needed.

The Customer Services Manager is expected to be a resource specialist for both internal and external programs of the YWCA. In addition, this manager will facilitate regular training for front desk staff, and opening the trainings to other agency staff as applicable.

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principles of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply.

#YWCAWORKS

Responsibilities

Supervision, Training

• Hire, supervise, and evaluate performance for Fifth & Seneca and Opportunity Place front desk staff (regular, on-call and interns) based on YWCA personnel policies
• Maintain an on-call pool of “front desk” staff who can be used agency-wide
• Coach staff in career development and goal setting
• Schedule and maintain 24 hour, 7 day a week, 365-day front-desk coverage which includes staff serving as the after-hours emergency response line for properties throughout King and Snohomish Counties
• Facilitate staff skill development by providing clear, behaviorally specific performance conversations, feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem
• Provide clear direction on organizational and Housing Operations objectives, establish accountability methods and monitor outcomes
• Serve as an internal expert and provide training to other staff on YWCA and area resources, customer service, and professionalism
• Establish training policies, develop in-house training materials and provide the training suited to Front Desk and other agency staff on topics such as customer service, crisis intervention, emergency response, reporting and working with difficult clients

Communications/Correspondence/Decision Making

• Recommend, research and make adjustments as needed to policies and processes
• Implement, maintain and update general operational policies and emergency procedures
• Routinely make functional area decisions needed to provide timely staff support and further established goals
• Solicit peer and user input prior to making decisions impacting the entire agency
• Along with Supervised Staff:
• Provide resource and referral to public and answers questions about various YWCA programs
• Ensure that all pertinent information is recorded in a log book and appropriate information distributed to other permanent and on call staff
• Maintain calm, caring and professional demeanor when dealing with diverse public, especially in stressful situations
• Answer all incoming calls, directing them to appropriate departments, and take messages when needed
• Monitor activity in the lobby area and enforce policies regarding building security
• Maintain a clean and inviting front desk work space
• Assist in the distribution of agency mail
• Maintain required supplies and forms

Fiscal Management:

• Manage programs to assure that income, expenses, and service levels meet budgeted expectations
• Participate in the preparation of annual program budgets in accordance with agency budgeting process
• Review vendor invoices and prepare check requests as directed

Emergency Response:

• Respond to crisis by providing information to resolve the crisis; contact appropriate YWCA staff as needed
• Ensure an incident report is completed each time the police or fire department is called, or arrives in response to a call or crisis that occurred in the building
• Train all Front Desk Staff around emergency procedures and reporting, and ensures reports are completed in a timely manner
• Understands and coordinates with Housing and Facilities Staff to maintain the Emergency E-Book Troubleshoot Manual
• Actively engages in agency-wide Race and Social Justice Initiative (RSJI), and strives for racially equitable outcomes; takes responsibility for creating and maintaining a safe and welcoming community by making room for people of color, trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions
• Adhere to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring
• Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in the agency’s Emergency Preparedness program and activities
• This position description generally describes the principal functions of the position, the level of knowledge and skills typically required and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned

Qualifications & Core Competencies:

• Experience working with communities of color and people from different cultures other than your own
• Demonstrated commitment to anti-racist principles
• Demonstrated understanding of the intersection of racism and poverty
• Demonstrated knowledge and skills of basic computer competencies such as emailing, calendaring, entry-level data entry and familiarity with Microsoft Office products
• Minimum two years’ supervisory experience
• Minimum six years’ experience working in customer services
• Ability and willingness to work independently and as part of a team and to make sound judgments without on-site supervision
• Core Competencies Expected: Fostering diversity, social justice advocacy, oral and written communication, collaboration, crisis management, customer service, interpersonal skills, personal credibility, planning & organizing, reliability, specialized knowledge, discernment/judgment, initiative, organizational understanding, and stress management

COVID-19 Vaccination Requirement

In accordance with COVID-19 safety practices, YWCA has a COVID-19 Vaccination Policy, and all new hires need to be fully vaccinated prior to their first day of employment. YWCA considers a new hire “fully vaccinated” when at least two weeks have passed after the date the employee received:

A second dose in a two-dose vaccine series, such as the Pfizer or Moderna vaccines; or

A single-dose vaccine, such as the Janssen (Johnson & Johnson) vaccine

Physical Demands

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In performing this position, the employee:

• All positions at YWCA Seattle | King | Snohomish are exposed to clients who have experienced or are experiencing trauma in various forms including but not limited to domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc. As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients
• Constantly travels between work sites
• Occasionally outside work with exposure to hazards and excessive noise
• Occasionally reaches outward and above shoulder
• Occasionally lifts, carries, pushes, and pulls 12 pounds or less
• Occasionally climbs, squats or kneels, and bends while performing job duties
• Frequently sits while handling/fingering while operating a computer indoors
• Frequently stands and walks while performing job duties

*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20%