SFND OVERVIEW

SF New Deal provides supportive services and financial opportunities for small businesses in San Francisco.

We work to address both the symptoms and root causes of inequity by building pathways which connect local business owners, workers, community leaders, and neighbors in need, for the benefit of the entire city.

SF New Deal is an innovative nonprofit launched in March 2020, by a group of friends and volunteers.We quickly evolved from an emergency relief response, into a resourced 501c3 with a team of 18 working together to address some of San Francisco’s most persistent and intractable challenges.

In just two and a half years, we have seen what’s possible when we work together with a shared vision, sense of purpose, and urgency to advance equity and lower barriers to access capital and resources for small business owners and operators.

Our team is kind, collaborative, and hardworking. We are driven by a shared vision for San Francisco: one that provides an abundance of opportunity, support, dignity, respect and gratitude for small businesses and neighbors in need. We’re just getting started and would love for you to join us in building a new model of community care!

ABOUT THE ROLE

The Client Services Manager is a skilled customer service veteran who will lend critical operations support to the Call Center during peak hours. This is a full-time position.

Team: Client Services (Call Center)

Approximate weekly time required: 40 hours

Work days for this role: Monday - Friday, 9AM - 5PM

Compensation and benefits: $68,000 - 75,000

SFND offers excellent medical, dental, vision, and other wellness benefits, professional development and retirement in addition to others

• 24 paid days off per year across PTO, sick time, and paid holidays
• Generous medical benefits (your choice of a Kaiser Platinum or Gold plan) along with vision and dental
• 401K plan with a match up to 4% of compensation/year
• Annual work from home stipend and a monthly wellness stipend
• SFND is committed to building an engaged and dynamic team, we provide professional development and team enrichment sessions with outside speakers

KEY RESPONSIBILITIES

• Lead call center support by acting as a cross-functional representative across all SFND support departments & Chinese language lines
• Act as a phone interpreter for Cantonese speaking clients & businesses
• Apply a hospitality first mindset to patiently resolve and/or de-escalate any issues and challenges that arise across our diverse group of stakeholders and constituents
• Demonstrate thorough knowledge of SFND’s programs & services when addressing service requests & resolving incidents
• Maintain accurate records of all calls & incident reports
• Manage Master Ticketing System (MTS) records & coordinate with Service Operations & Client Services team members on outstanding incidents & resolution needs
• Escalate urgent matters to the Call Center Manager, along with appropriate Service Operations and Client Service team members in a timely manner
• Manage outbound survey calls & one-off customer feedback projects
• Pull time- and program-bound reports on call center and MTS activity
• Follow up on any outstanding client requests or voicemails
• Provide intermittent assistance to the Client Services team on special projects & initiatives where requested

KEY SKILLS

• Cantonese fluency required; additional Mandarin fluency preferred
• Located in or around San Francisco with ability to commute to onsite partner visits on a regular basis
• Proficient in navigating challenging client conversations & managing healthy boundaries in accordance with SFND vision & values
• Prior customer service experience
• Ability to multitask & perform during high traffic periods
• Ability to communicate effectively with team members about client needs
• Comfort with or willingness to learn Google Workspace, AirTable & Dialpad phone system
• Clearly communicate empathy & patience with all clients & partners
• Ability to operate independently to communicate feedback and solve problems
• Prior experience with Salesforce is preferred

Across all platforms, the SF New Deal Client Services Manager is expected to always act professionally, use good judgment, and bring a hospitality mindset to service.

In all interactions, the Client Services Manager should strive to thoughtfully and empathetically manage expectations with clients, partners and team members with clarity and consistency.

TO APPLY

Please submit a cover letter and resume to jobs@sfnewdeal.org

Research has shown that women and people from marginalized communities apply to roles when they meet 100% of the job requirements, versus men who apply if they meet an average of 60% of the requirements. We encourage EVERYONE to apply if you have transferable skills and can add value to this role regardless of whether you have 100% of the skills and experience requested.