Client Services Coordinator Part Time

Leader Dogs for the Blind, an international organization based in Rochester Hills, Michigan, has been empowering individuals who are blind or low vision for over 85 years. We provide comprehensive guide dog services and orientation and mobility training, equipping individuals with lifelong skills for safe and independent daily travel. Our life-changing work is provided free of charge, and we are 100% philanthropically funded. Our mission is driven by 191 dedicated team members and more than 1,400 volunteers who advocate alongside our clients to create a more equitable world.

Why work at Leader Dogs for the Blind?

• 401k with employer match
• Paid time off front loaded on first day of employment
• Annual merit-based pay increases
• Dog friendly office

SUMMARY

This position is responsible for supporting all clients that utilize the organization’s programs and services. The Client Services Coordinator is expected to independently manage client caseloads, inquiries, and requests for services. This role also supports follow-up and continuing services for active graduates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides timely and accurate information related to general client inquiries.
• Fields and answers client and potential applicant phone calls regarding admission requirements, expectations of services and residence life.
• Documentation of correspondence, reporting results to clients and ensuring proper follow-up.
• Acts as an advocate for clients with access issues or needing services other than those provided by Leader Dogs.
• Responsible for resolving client issues and concerns during and after instructional classes to ensure the highest level of quality service.
• Manages all client related logistics including travel arrangements.
• Maintains and tracks routine client information databases.
• Evaluates client service effectiveness, assesses outcomes, makes suggestions and develops improved processes to achieve goals, ensures quality service for instructional programs and services.
• Collaborates with Client Services Administrator to identify the need for volunteers as well as interviewing, training, and providing on-going supervision and feedback, support and recognition of volunteers working within the department.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE

One to three years’ customer service and administrative experience required. Experience in consumer advocacy strongly preferred. Ability to speak and write Spanish strongly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent interpersonal skills; strong written and verbal communication skills as well as excellent phone etiquette.
• Strong customer service skills.
• Ability to work well under pressure in a fast-paced dynamic environment, handle multiple priorities and meet deadlines; must have the ability to work independently.
• Strong office administration and organizational skills, be able to maintain files and keep items in a logical and organized manner and have acuity with detail; ability to operate most office equipment.
• Proficient in latest version of Microsoft Office products.
• Must be comfortable with and willing to work around large dogs.
• This position will be required to be on campus the majority of the work week, with the option to telecommute at the direction of management.
• Possess sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.
• Must be willing to perform general public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.).
• Must be able to establish and maintain professional, productive and courteous interactions with employees that promote positive teamwork, as well as with volunteers, donors, clients and all constituents of Leader Dog. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodation may be made, if possible, to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use the phone, and talk and perform repetitive actions associated with computer work (typing). The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Leader Dogs for the Blind reserves the right to change, amend, add, delete, and otherwise assign all duties, responsibilities and position title as it deems necessary to meet the needs of its business.

Leader Dogs for the Blind is an at-will employer. This means that the employment relationship may end at any time without notice by the employer or employee for any reason. Neither this document, nor any manual issued by Leader Dogs for the Blind, is a contract of employment.