Full Time - Client Services Rep

Job Title: Client Intake Specialist

Hours: Full Time, 12 months/year, non-exempt

Project Name: Northern California Small Business Development Lead Center (NorCal SBDC) Supervisor: Client Process Manager

NorCal SBDC is part of Cal Poly Humboldt’s Sponsored Programs Foundation. The program serves the business community in 36 northern counties of California with no-cost education and consulting. Funding for these programs comes from the federal Small Business Administration (SBA), and the California Governor’s Office of Economic Development (GO-Biz). Cal Poly Humboldt has hosted the SBDC program since January 2006. The SBDC Call Center was established in 2019. Its purpose is to centralize the business client screening and intake processing for ourSBDC Service Centers located throughout northern California. The Client Intake Specialist is a full-time, 12-month position and is non-exempt. The job offers a competitive benefits package including group health, dental, and vision. The schedule is 40 hours per week, Monday through Friday, with varied schedules/occasional weekend and evening hours. Under the general supervision of the Client Process Manager, the Client Intake Specialist is responsible for conducting the business client screening and supporting the management of a region-wide Call Center. This position will work closely with senior management and staff of the Service Centers to support the call-in protocol, the communication channels to individual centers and integration of screening and intake materials with the SBDC client database. The Client Intake Specialist will help our clients to better understand the full potential of our SBDC counseling and training services.

This position will support day-to-day activities of the client intake call center, help assure quality control, communicate frequently with the Service Centers’ staff, and aid in building and implementing online tools and resources for small businesses. The Client Intake Specialist will directly be in contact with clients and potential clients seeking SBDC services. Use of online scheduling platforms and calendar;

Support research and streamline client process at all centers, identifying commonalities, and upholding a set of common protocols;

Appropriate use of online tools that assist in client processing;

Aide in communicating intake updates to service centers to understand goals and priorities of the organization;

Support Manager in conducting periodic surveys of clients and potential clients to ensure quality control;

Help research and compile data for statistical, financial and programmatic reports.

Experienceproviding exceptional customer service;

Strong project management and time management, along with performance skills;

Strong verbal communications—one-on-one, on the phone and videoconferencing;

Prior experience working in a customer service position/call center experience;

Prior experience working with the small business community, economic development programs, and/or small business ownership;

Prior experience working with confidential information preferred;

Experience working with a CRM system;

Ability to communicate in more than one language: Spanish preferred.

At least one year of experience working within the small business technical assistance/consulting field (SBDC or similar), working at a call center, or related experience;

This position may require occasional travel throughout Northern California and occasional evening and weekend commitments. A competitive benefits package is offered, including retirement, health, dental, and vision coverage.

Cal Poly Humboldt Sponsored Programs Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other legally protected status. SPF adheres to the policy of employment at will, which permits the employer or the employee to end the employment relationship at any time, for any reason, with or without cause or notice as permissible by law. No SPF representative other than the Executive Director may modify at-will status and/or provide any special arrangement concerning terms or conditions of employment in an individual case or generally and any such modification must be in a signed writing.

Cal Poly Humboldt Sponsored Programs Foundation does not sponsor visas for staff, management, or temporary positions.

For assistance with the application process, please submit an Accommodation Request Form, which can be found here or contact ADA Coordinator at View phone number on click.appcast.io or confidential fax at View phone number on click.appcast.io. For more information regarding accommodation, you may also visit the Cal Poly Humboldt Human Resources website at Individuals in need of a telecommunications relay service may contact the California Relay Service at View phone number on click.appcast.io TTY.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered this position within Cal Poly Humboldt SPF. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current Humboldt SPF employees who apply for this position.