Client Services Coordinator (bilingual, half-time)

Job Summary

Project Angel Food’s core program delivers free, nutritious frozen meals at home to people with qualifying critical illnesses. Deliveries are made throughout Los Angeles County to more than 2,100 clients per week, including throughout the COVID-19 pandemic. 

The Client Services Coordinator is responsible for the intake and recertification processes and for the day-to-day work of responding to inquiries from clients and their caregivers, coordinating deliveries, and collaborating with other departments. The position is part of the Client Services department, reporting to the Client Services Manager.

Duties/Responsibilities:

 ·        Overall excellent administrative support in the Client Services department, including answering phones, data entry, preparing correspondence, following up on questions, problem solving, and generating reports.

·        Compassionately processing applications for service from potential clients and conducting telephonic intake interviews.

·        Managing the regular recertification process for current clients.

·        Outreach to clients and potential clients.

·        Making referrals to third-party agencies as appropriate.

·        Responding accurately, promptly, and sensitively to questions and concerns from clients, their caregivers, and their medical and social work support teams. Following up on issues and their resolution to ensure quality customer service.

·        Obtaining and communicating information regarding deliveries to ensure successful daily delivery of food. 

·        Promptly entering data into the electronic records, including each client interaction, and maintaining accurate and complete files.

·        Assisting in specific projects such as the Client Advisory Board meetings, holiday gifts for children, and birthday bags for clients.

·        Periodically representing Project Angel Food at public functions. Participating in occasional key events for Project Angel Food.

·        Helping to collect, maintain, and provide information for compliance, communications, and grants.

·        Understanding and abiding by applicable privacy laws and policies.

·        In all matters, showing a friendly and compassionate attitude of putting clients first, and professionally collaborating with other departments.

·        Other duties as assigned.

Required Skills/Abilities: 

·        Successful experience in an office-based customer service position.

·        Bilingual in English and Spanish, with excellent verbal and written communication skills in both languages.

·        Ability to work independently, as part of a team in the Client Services department, and with other departments, such as Dispatch (and drivers), Nutrition Services, and Volunteer Services.

·        Professional, friendly demeanor and ability to interact sensitively and compassionately with clients, who are affected by illness and often also by hunger, poverty, and social isolation.

·        Attention to detail and follow-through. Ability to multitask and prioritize. Flexibility in day-to-day assignments and work.

·        Ability to positively represent Project Angel Food publicly.

·        Computer proficiency, particularly with the Microsoft Office suite (Word, Excel, PowerPoint), and with data entry.

·        Someone who is energized and motivated by, and passionate about, Project Angel Food’s mission of providing nutritious food, love, and comfort to people who are critically ill.  Someone who wants to make a tangible, positive impact on people in need.

 Education and Experience:

• High school diploma or equivalent required.  
• Must pass a background check.  

 Physical Requirements: 

• Prolonged periods of sitting, standing and/or walking.
• Must be able to lift up to 30 pounds at times.