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Action for Boston Community Development, Inc. · 3 months ago

Manager – Statewide Client Services Center

Boston, MA

Full-time

Onsite

Mid, Senior Level

$86K/yr - $86K/yr

5+ years exp

Action for Boston Community Development, Inc. is a community organization focused on empowering individuals in the Greater Boston area. The Manager of the Statewide Client Services Center is responsible for overseeing the Client Services Center staff and achieving key customer metrics while enhancing the client journey process and coordinating outreach strategies.

EducationNon ProfitTraining

Responsibilities

Oversee the staffing, training, and management of the Statewide Client Services Center staff (SCSC)

Partner with Department Leadership to define new team goals and evaluation methods

Monitor Key Customer Data Requirements and Key Performance Indicators

Monitor and report on SCSC status, goals, and metrics to ensure compliance

Update and improve the client journey process to deliver seamless client enrollment

Act as first point of contact for customer inquiries and escalations, partnering with department leadership to assign appropriate owner, responsible for monitoring issue resolution to closure according to escalation timelines

Coordinate with ABCD Public Information team to regularly communicate program information and achievements

Create and implement cross functional coordination and referral pathways between statewide benefit programs, including ensuring presence at community events

Engage with internal teams, funding sources, customers and other external partners to develop and implement all marketing strategy and materials, including case studies

Conduct market research and data analysis to develop and implement outreach strategies to increase exposure and reach of the programs

Engage with web design team for website updates and adjustments

Maintain accurate and up-to-date electronic and paper records, running queries and generating reports as requested

Manage and update reporting/record keeping processes as needed

Communicate and coordinate with vendors and utilities

Update Program Guidance and other program documents

Perform other related duties as assigned

Qualification

Energy efficiency experienceCustomer service experienceGrant program managementDatabase utilizationCultural sensitivityOral communication skillsWritten communication skillsTeamworkFlexibilityInitiative

Required

A minimum of a high school diploma or equivalent and five to ten years of relevant experience is required

Experience in energy efficiency and/or multi-family low-income housing is required

Experience working in Customer Service environment is required

Demonstrated ability to utilize databases

Strong oral and written communication skills

Flexibility, initiative, and ability to work in a team required

Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds

Preferred

Experience in grant program management a plus

Benefits

Health coverage

Retirement plans

Company

Action for Boston Community Development, Inc.

ABCD is a nonprofit community action agency that builds pathways out of poverty in partnership with families and communities so that everyone can thrive.

Founded in 1962

Boston, Massachusetts, USA

501-1000 employees