Client Services Coordinator

Meals on Wheels Greenville Client Services Coordinator

PURPOSE SUMMARY

Reporting to the Client Services Manager, the Client Services Coordinator serves as the primary point of contact for clients, family members, emergency contacts, referral partners, and community agencies. This position is responsible for the day-to-day operations of the Client Services department, ensuring that client requests, service changes, and other time-sensitive tasks are handled accurately and efficiently. The Client Services Coordinator spends much of the workday communicating by phone, providing exceptional customer service while balancing empathy with adherence to Meals on Wheels Greenville's eligibility guidelines, policies, and procedures. Success in this role requires excellent communication skills, the ability to actively listen while documenting conversations in real time, exceptional attention to detail, and a commitment to serving the homebound and others with professionalism and compassion.

POSITION SCHEDULE

This is a full-time, non-exempt (hourly) position. Due to the time-sensitive nature of client services operations, employees are expected to work the following regular schedule, which includes an unpaid meal break: Monday & Wednesday: 6:45 a.m. – 3:15 p.m. Tuesday & Thursday: 7:00 a.m. – 3:15/3:30 p.m. (depending on operational needs) Friday: 6:45 a.m. – 2:00 p.m. Regular attendance and punctuality are essential to ensure timely service for clients and uninterrupted department operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Serve as the first point of contact for incoming calls from clients, family members, emergency contacts, referral partners, and community agencies, providing professional, knowledgeable, and compassionate customer service. Conduct initial client screenings, explain program services and eligibility requirements, and guide applicants through the enrollment process. Process new client activations, meal plan changes, temporary holds, cancellations, and other service requests accurately and in a timely manner. Manage the daily operational workflow of the Client Services department by prioritizing and completing time-sensitive client service tasks with a high degree of accuracy and attention to detail. Conduct client reassessments by phone to ensure client information remains current and services continue to meet program requirements. Accurately document all client interactions, assessments, and service changes in database while maintaining complete confidentiality of client information. Coordinate follow-up regarding missed deliveries, wellness concerns, service interruptions, changes in client circumstances, and other service-related issues. Respond to client concerns and resolve service issues, and if needed, escalation complex situations to the Client Services Manager or Director of Client Services. Develop and maintain positive working relationships with referral partners and community agencies while communicating eligibility decisions and available resources professionally. Enroll eligible clients in supplemental programs and partnerships offered through Meals on Wheels Greenville. Maintain accurate data and prepare reports as requested while following all organizational policies and procedures. Perform local travel and other duties as assigned to support the Client Services department.

POSITION REQUIREMENTS

Passion for the mission of Meals on Wheels Greenville and a genuine desire to serve the homebound and others with dignity and respect. Exceptional customer service and interpersonal skills. Excellent verbal and written communication skills. Ability to spend the majority of the workday on the telephone while maintaining professionalism and courtesy. Ability to actively listen, gather accurate information, navigate multiple computer systems, and document detailed notes while simultaneously speaking with clients. Strong organizational, time management, and multitasking skills with the ability to prioritize competing responsibilities. Exceptional attention to detail and commitment to accuracy. Ability to remain calm, empathetic, and solutions-focused during emotionally difficult conversations while consistently applying Meals on Wheels Greenville policies, procedures, and eligibility guidelines. Ability to exercise sound judgment, maintain confidentiality, and handle sensitive information with discretion. Self-motivated, dependable, adaptable, and able to work both independently and collaboratively. Proficiency with Microsoft Office Suite, Microsoft Teams, and the ability to learn department‑specific software.

BEHAVIORAL EXPECTATIONS

Demonstrate compassion, patience, professionalism, and respect in every interaction. Build positive relationships with clients, families, referral partners, and coworkers. Communicate clearly and professionally, even during challenging or emotionally sensitive situations. Adapt to changing priorities while maintaining accuracy and efficiency. Take initiative to solve problems, seek continuous improvement, and accept feedback constructively. Represent Meals on Wheels Greenville in a manner that reflects the organization's mission and values.

EDUCATION & EXPERIENCE

High school diploma or GED required. Associate's or Bachelor's degree preferred. Customer service experience required; experience in healthcare, social services, case management, or a related field preferred. Experience using Microsoft Office Suite, Teams, and electronic databases required. Experience entering and maintaining accurate electronic records preferred.

PHYSICAL DEMANDS

Ability to sit and work at a computer and on the telephone for most of the workday. Ability to lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally. Ability to communicate effectively by telephone and in person. Work is performed in a typical office environment with a moderate noise level. Why Join Meals on Wheels Greenville? At Meals on Wheels Greenville, we believe every member of our community deserves a consistent source of nourishment—not only through meals, but through meaningful human connection. Our mission is to build programs that provide the homebound and others with nourishment through meals and connections, and every member of our team plays an important role in making that mission a reality. As the Client Services Coordinator, you are often the first voice people hear when they reach out to us. You become the welcoming, compassionate presence that guides clients, families, and referral partners through difficult moments with professionalism, empathy, and care. You are more than someone who answers the phone—you are a trusted resource, a problem solver, and a reassuring voice for people who may be facing uncertainty. Our values of Compassion, Belonging, Empowerment, and Commitment guide every interaction. We strive to be the organization people turn to when they need a hot meal, a helping hand, words of encouragement, or simply someone who understands. If you are passionate about serving others, thrive in a fast-paced environment, and find purpose in making a meaningful difference every day, we'd love to have you on our team. Applications will be accepted until August 7. We will begin reaching out to qualified applicants the week of August 3. #J-18808-Ljbffr Together SC