Client Services & Operations Coordinator

Description

Tahirih Justice Center, a non-profit legal services organization, is seeking to hire a Client Services and Operations Coordinator. Based out of Tahirih’s Atlanta office the Client Services and Operations Coordinator will manage front desk operations, answer and respond to service seeker and client calls and support the overall functioning of the office. This position requires an individual with an understanding of trauma informed practice who will implement a client centered approach to supporting survivors of gender-based violence. While the Client Services and Operations Coordinator is primarily responsible for providing day-to-day service seeker, client and operational support for a specific location, this role also works in partnership with other coordinators in each of Tahirih’s locations nationally.  This role reports directly to the geographically assigned Executive Director and matrix reports to the Director of IT & Operations, National.

Program Services 60% 

• Respond to day-to-day service seeker and client phone calls, provide information about Tahirih and organization’s services, and provide referrals to service-seekers as appropriate
• Conduct initial service seeker needs assessments through phone screenings, enter data into client management database, and conduct trainings for other staff members in this process
• Perform all front-office functions multiple days per week including telephone reception and receiving clients, office visitors and vendors
• In partnership with the program team, regularly update service seeker call training materials and resources to ensure operational efficiencies and client centered support
• Participate in program services team meetings
• Assist in collection and distribution of donations in partnership with program services team as needed
• Provide support to legal and social services on discreet tasks as needed such as translation, creating client files and assistance copying files or mailing urgent filings

Operations 40%

• Support office safety and security through staff training, ensuring compliance with building requirements and updating materials as needed
• Support the overall office functioning through managing office equipment and supplies, serving as the primary liaison between building management and staff, overseeing general maintenance of the office and training staff as needed
• Triage computer, office equipment and phone issues for staff, volunteers and interns; open a support ticket as required
• Process incoming and outgoing mail including external vendors (i.e., FedEx, UPS, Amazon).
• Provide administrative support for local fundraising and communications
• Participate in the monthly Client Services and Operations Coordinator meeting to strengthen coordination and communication between offices.
• Support Executive Director with critical administrative assignments including but not limited to conducting background checks for volunteers, on-boarding new staff and interns, and credit card reconciliation.

This Job Description is not designed to cover a comprehensive listing of activities that are required of the employee. The precise duties and responsibilities of the job may change over time. 

Requirements

• One to three years of customer/client services experience
• Ability to manage sensitive calls dealing with domestic violence and other types of violent abuse in a trauma informed manner.
• Ability to listen attentively and demonstrate compassion and empathy for service seekers.
• Fluency in Spanish
• Experience managing administrative and operational tasks
• Strong interpersonal skills and record of cultural humility and cross-cultural communication skills.
• Demonstrated proficiency in Microsoft Outlook, Excel, PowerPoint, and Word is required.
• Must be sufficiently comfortable with office equipment and computers to troubleshoot issues effectively.
• Highly organized, with the capacity to work independently to quickly problem solve and enhance office efficiency.
• Demonstrated commitment to issues related to diversity, equity, and inclusion and a deep commitment to advancing these values.

Preferred Qualifications

• Experience working with immigrant communities

Annual salary and benefits: The salary range for this role is expected to be $46,000 - $60,000 per year, with actual salary commensurate with experience. Generous benefits include employee and dependent health, vision and dental insurance (Tahirih contributes 100% of the premium for employees and 60% for dependents); a 401(k) defined contribution retirement plan; flexible work schedules; professional development including in-house training programs, staff enrichment retreats and other growth opportunities. Employees have a generous self-managed leave benefit inclusive of vacation, sick and holidays, including office closure the week between Christmas and New Year’s. 

Please note: Candidates must be authorized to work in the United States for any employer

• Tahirih works with a hybrid approach supporting both remote and in office work.  
• Tahirih requires that all staff be up to date on their vaccinations or be tested weekly to assure that they are free of COVID-19. 

Tahirih Justice Center is committed to equal opportunity and promotes equity and transparency as core values. Tahirih practices inclusiveness in decision making through the use of consultation with employees throughout the organization. Tahirih does not discriminate against any person on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, ability, gender, marital status, veteran status, sexual orientation, genetic information, arrest record or any other characteristic protected by applicable federal, state or local laws. Applicants committed to equity from all backgrounds, experiences, abilities and identities, and in particular those from underrepresented communities are encouraged to apply.   

Salary : $46,000 - $60,000