Client Manager

Position Overview:

HopeBUILDERS Home Repair is seeking a dedicated and organized individual for a full-time position focusing on all things client from intake to closing of projects. This role is essential in supporting our mission to provide accessibility modifications and critical home repairs for older adults and people with disabilities in the greater Kansas City area. The Client Manager focuses on administering phone and email intake, onboarding newly referred clients, collaborating with other team members on budget allocations, and closing out client projects. The position’s priority is to provide a premier experience to all clients. 

Key Responsibilities:

CLIENT INTAKE AND MANAGEMENT (100%)

• Manage the entire intake process, including: 

  • Answering phone calls and emails

  • Accessing eligibility and qualifications

    • Includes financial qualifications and coordinating with the internal team on budgets. 

    • Includes managing HUD and other federal funding intake requirements

  • Managing follow ups as needed

  • Providing exceptional and thoughtful customer service 

  • Filing paperwork accordingly and accurately

  • Communicating and collaborate regularly with the Program Director

  • Manage SafeHEAT program

    • Identify clients and invite them to participate 

    • Track data and close out projects

  • Managing final client sign offs as needed

  • Ensure appropriate records are created including the creation of a client photo album for each client

  • Send surveys to clients at project completion; process returned surveys.

    • Includes updating and improving process

    • Tracking and reporting on falls and other relevant data regularly

• Collaborate with the marketing coordinator to create client stories.

Qualifications:

• Excellent Customer Service

• Motivated and organized self-starter with the ability to manage multiple priorities

• Strong leadership skills to motivate and inspire a diverse group of people. 

• Exceptional attention to detail and deadlines 

• Strong written and verbal communication skills 

• Resourceful with the ability to solve problems in an efficient, calm manner 

• Reliable vehicle and valid driver’s license for local travel (Kansas City Metropolitan area)

• Ability to walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continual basis

• Ability to grasp, push, pull objects such

• Exceptional attention to detail and deadlines

• Flair for cultivating and stewarding professional relationships with a diverse constituency

• Ability to work independently while thriving in a collaborative, team-oriented environment

• Strong computer skills with proficiency standard office products (google docs, excel, etc)

• Proficiency in project management tools

• Commitment to the mission and values of HopeBUILDERS Home Repair and our guiding principles of:

  • Relationships and Respect

  • Safety

  • Dedication and Commitment

  • Good Stewards of Resources

  • Quality Solutions

Responsibilities of the position include travel to communities all over the greater Kansas City Area for the purpose of client intake, satisfaction, and to share our mission.  The role will also actively participate in team meetings, strategic planning efforts, board, and other committee meetings. 

All staff are an integral part of fulfilling our mission and goals. This is a work from home position but you must be located in Kansas City for in person meetings with clients and staff. The salary range is $55,000 - $65,000 and commensurate with experience. 

Application Process:

Interested candidates should submit a resume and cover letter detailing their qualifications and interest in the position to jill@hopebuilders-kc.org.  Be sure to address the following questions in your cover letter or in addition to your cover letter:

1. In 200 words or less, tell about a time you managed multiple client interactions or administrative tasks simultaneously. How did you stay organized and ensure quality service?

2. In 200 words or less, what specific strengths do you have that you feel align with the role?

3. In 200 words or less, how do you embody our values? 

HopeBUILDERS Home Repair is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply.